This position is responsible for parts operations and sales for suppliers and dealerships to maximize the return on investment (ROI). The Customer Service Manager optimizes Department processes to ensure internal and external customer satisfaction, grows profitable parts sales, and exercises effective price management.

• Achieve budgeted goals for sales volume, gross margin, and department profitability KPIs.
• Develop sales objectives and strategies for customer service (CS) team members; identify and evaluate profit opportunities, market conditions and competitive pressures.
• Ensure customer and supplier relations are maintained at a high level, including resolving contractual disputes and negotiations as necessary.
• Coordinate quarterly meetings with customers to ensure business objectives are being met
• Manage team members job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results
• Manage price, margin, and cost of sales to forecast and implement annual parts price change
• Analyze and manage Key Performance Indicator’s (KPI’S) of the Redistribution Center (RDC) and report performance results to Headquarters
• Communicate and resolve discrepancies with AS Purchasing Department and management regarding invoices and supplier errors.
• Consistently maintain effective communication between Headquarters’ and RDC
• Ensure after-service parts prices are accurate by reviewing part specifications, functionality, and drawings for price justifications.
• Coordinate and manage special events or parts orders such as campaigns for recalls on vehicles
• Evaluates after service parts orders for pricing and distribution purposes to ensure that all parts are delivered on time
• Maintains strong relationship with suppliers and customers to support pricing inquires
• Analyze and report end of year sales and compose plan for upcoming sales year
• Comply with and promote safety in the workplace

Preferred Education & Experience:

• Bachelor’s degree in Business Administration, Supply Chain Management , Industrial Distribution, Engineering, or related field with 5 years of Customer Service experience, plus 3-5 years of experience in a supervisory role
• Bilingual (not required)

Required Knowledge, Skills, & Abilities:

Good Communication, analytical, and technical skills

Strong problem solving and conflict resolution skills

Ability to understand Bill of Materials (BOM) drawings for A/S parts

Strong Excel and PowerPoint skills

Preferred Education & Experience:

5 years of automotive industry experience

Knowledge of automotive distribution, JIT (Just-in-Time) 5’S Team building and Lean practices experience

Manufacturing experience

Working Conditions:

90% Office; 10% Floor

30% Domestic/ International Travel

Ability to lift up to 25lbs