Customer Service & Operations Manager - Automotive

Flex-N-Gate; Allen Park (MI); On-site; USD 70,000 - 98,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Flexible Spending Account

401(k) matching

Job summary

Flex-N-Gate, a leading automotive supplier, seeks a Sales Customer Service Manager to ensure the organization understands and satisfies its customers' requirements by developing customer service policies and handling inquiries.

The Manager leads a team, sets KPIs, and collaborates with Sales, Product, Supply Chain, and Engineering to drive continuous improvement in order processing, warranty handling, and the overall customer experience.

Qualifications

• Post-secondary education or equivalent experience.
• 4+ years in customer service, with 2+ in supervisory roles in automotive aftermarket or consumer goods.
• Familiarity with automotive terminology, fitment catalogs (ACES/PIES), warranties, and aftermarket installation challenges.
• Hands-on experience with SAP and advanced Microsoft Excel.

Responsibilities

• Hire, train, and develop a team of customer service and technical support representatives; set KPIs and foster a product-informed culture.
• Serve as primary escalation point for complex order issues, warranty claims, and shipping disputes; translate technical nuances into clear solutions.
• Oversee end-to-end order processing in ERP/CRM; ensure accurate entry, stock updates, and timely fulfillment with warehouse coordination.
• Maintain strong relationships with commercial accounts while handling direct consumer inquiries to high standards.
• Identify bottlenecks in the customer journey and implement best-in-class service workflows and response times.

Skills

Customer Satisfaction

Communication

Energy and Stress Management

Team Work

Problem Solving

Accountability and Dependability

Ethics and Integrity

Analytical

Coaching and Mentoring

Organization

Decisiveness

Education

Post-secondary education relevant to position

Tools

SAP

Microsoft Excel

Job description

Flex-N-Gate, a leading automotive supplier, seeks a Sales Customer Service Manager to ensure the organization understands and satisfies its customers' requirements by developing customer service policies and handling inquiries.

The Manager leads a team, sets KPIs, and collaborates with Sales, Product, Supply Chain, and Engineering to drive continuous improvement in order processing, warranty handling, and the overall customer experience.