Service Center Leader - Customer Experience & Ops

Applied Industrial Technologies

Kingsport (TN)

On-site

USD 55,000 - 80,000

Full time

2 days ago

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Job summary

Applied Industrial Technologies, a global industrial distributor founded in 1923, is seeking a Customer Service Manager to oversee day-to-day service center operations and lead a team of CSRs. This role blends service management with leadership, coaching, and ensuring customer satisfaction from pre-sale to post-sale.

You will report to the General Manager and drive metrics, efficiency, and a positive workplace culture while partnering with account managers to grow the business.

Qualifications

2+ years of customer service leadership in an industrial setting.
High school diploma or GED required.
Understanding of financial and accounting concepts.
ERP/SAP experience is a plus.

Responsibilities

Manage service center operations and support CS team pre-sale, point of sale, and post-sale.
Lead and coach CSRs to meet/exceed KPIs and deliver great service.
Develop, implement, and monitor programs for product promotion and inside sales.
Hire, train, and develop service center personnel.
Collaborate with account managers to identify, acquire, and retain customers.
Monitor inventory, expenses, and profit/loss accounting.
Review monthly reports and oversee petty cash balancing.
Maintain high levels of customer relations and drive best practices.

Skills

Leadership

Customer service

People management

Coaching

Communication

Education

High school diploma or GED

Tools

ERP/SAP

Job description

You will report to the General Manager and drive metrics, efficiency, and a positive workplace culture while partnering with account managers to grow the business.

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