Parts Customer Service Leader – North America

TIME Manufacturing Company, Inc.; Waco (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Professional development opportunities

Job summary

TIME Manufacturing Company in Waco, TX is seeking a Parts Customer Service Manager to lead the North American Parts Customer Service team and collaborate with Engineering, Purchasing, Warehouse, and Supply Chain to deliver accurate, timely, and professional support for customers, dealers, and internal teams.

You will supervise daily operations, coach staff, establish service standards, manage escalations, and drive continuous process improvements to resolve order, parts availability, and

Qualifications

• 3–5 years of supervisory or management experience in parts, aftermarket, customer service, manufacturing, or related business environment.
• Demonstrated experience in customer service, escalation management, parts, aftermarket support, operations, or related field.
• Strong leadership skills with ability to coach, train, develop, and hold employees accountable.
• Excellent written and verbal communication skills.
• Strong organizational, time-management, and problem-solving skills with ability to manage multiple priorities.
• Experience developing or improving processes, procedures, workflows, or service standards.

Responsibilities

• Lead the day-to-day Parts Customer Service operation across North America.
• Manage, coach, train, and develop Parts Customer Service team members and supervisors.
• Manage staffing, schedules, workload, timecards, time-off requests, and department coverage.
• Establish and reinforce expectations for responsiveness, professionalism, accuracy, ownership, accountability, and customer service.
• Ensure team members have the training, product knowledge, processes, and resources necessary to succeed.
• Identify staffing, training, technology, and process needs as the business grows.
• Oversee daily Parts Customer Service activities and provide support for complex parts and order requests.
• Support inquiries involving parts identification, pricing, quotations, availability, lead times, shipping, and order status.
• Investigate parts and order issues and ensure required follow-up from Engineering, Purchasing, Warehouse, Supply Chain, or other departments is completed.
• Escalate and expedite urgent parts requests through appropriate channels.
• Review parts diagrams and other available information to assist with parts identification and elevate part setup or data issues as needed.
• Monitor quote and order accuracy and address recurring errors or process gaps.
• Provide backup support for team members and the North American Parts Manager as needed to ensure critical requests are handled through resolution.
• Serve as a primary escalation point for unresolved, high-priority, or dissatisfied customers.
• Professionally de-escalate difficult customer situations and drive issues through resolution.
• Ensure customers receive timely, proactive communication regarding open or delayed requests.
• Maintain ownership of escalated customer issues from initial contact through resolution and ensure the loop is closed with the customer.
• Reinforce company expectations for timely responses to customer emails, voicemails, and other requests.
• Identify and address cross-functional bottlenecks that negatively impact customers or order fulfillment.
• Identify and implement improvements to Parts Customer Service processes, SOPs, and workflows. Create new processes and SOPs where necessary.
• Develop and maintain effective methods to document, investigate, communicate, and resolve customer complaints and escalations.
• Identify recurring issues and implement corrective actions that improve speed, accuracy, communication, and customer experience.
• Partner with other departments to improve parts information, order accuracy, workflow, and issue resolution.
• Develop or improve training materials, procedures, and service standards as needed.
• Lead by example with professionalism, accountability, urgency, and teamwork.
• Develop employees through regular coaching, feedback, and training.
• Remain calm, professional, and solution-focused during challenging customer or operational situations.
• Hold team members accountable while ensuring they have the resources and support needed to succeed.
• Build productive relationships across departments and organizational levels.
• Challenge inefficient processes and support a culture of continuous improvement.
• Maintain dependable attendance, punctuality, and leadership presence.

Skills

Leadership

Communication

Time management

Problem solving

Organizational skills

Education

High school diploma or GED

Tools

ERP

CRM

Excel

Epicor

Job description

TIME Manufacturing Company in Waco, TX is seeking a Parts Customer Service Manager to lead the North American Parts Customer Service team and collaborate with Engineering, Purchasing, Warehouse, and Supply Chain to deliver accurate, timely, and professional support for customers, dealers, and internal teams.

You will supervise daily operations, coach staff, establish service standards, manage escalations, and drive continuous process improvements to resolve order, parts availability, and