Senior Parts Customer Service Leader

Time Manufacturing Company; Waco (TX); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Comprehensive health benefits

401(k) with company match

Paid time off and holidays

Collaborative work environment

Job summary

Time Manufacturing Company in Waco, TX is seeking a Parts Customer Service Manager to lead the North American Parts Customer Service operation and develop the team to provide timely, accurate support for customers, dealers, distributors, and internal teams.

Reporting to the North American Parts Manager, the role stresses staffing, training, process improvements, and escalations, ensuring high standards of responsiveness and professionalism across the business.

Qualifications

• High school diploma or GED required.
• 3–5 years of supervisory or management experience in parts, aftermarket, customer service, service operations, manufacturing, or related 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.
• Ability to collaborate across multiple departments and organizational levels.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Experience with ERP, CRM, contact-center, or order-management systems preferred.
• Epicor experience preferred.
• Manufacturing, industrial equipment, automotive, heavy equipment experience preferred.

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 information to assist with parts identification and escalate 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.

Skills

Supervisory experience

Leadership

Customer service

Communication

Excel

Outlook

ERP/CRM systems

Epicor

Education

High school diploma or GED

Tools

ERP systems

CRM systems

Epicor

Job description

Time Manufacturing Company in Waco, TX is seeking a Parts Customer Service Manager to lead the North American Parts Customer Service operation and develop the team to provide timely, accurate support for customers, dealers, distributors, and internal teams.

Reporting to the North American Parts Manager, the role stresses staffing, training, process improvements, and escalations, ensuring high standards of responsiveness and professionalism across the business.