Service Center Manager

FCX Performance; Canton (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Benefits

Job summary

Applied Industrial Technologies is seeking a Customer Service Manager to oversee service center operations and lead a team of CSRs. The role blends service management with leadership, coaching, and customer-focused activities across pre-sale to post-sale stages.

The candidate will guide performance, manage budgets and metrics, and work with account managers to grow customers. Strong communication and analytical skills are essential for success.

Qualifications

• 2+ years of proven sales or customer service leadership experience in an industrial atmosphere or parts counter.
• High school diploma or GED
• Solid understanding of financial and accounting concepts
• Computer proficiency and the ability to quickly learn our ordering system
• Industrial sales / distribution experience, preferred
• Service center experience, preferred
• ERP / SAP experience, a plus

Responsibilities

• Oversee day-to-day service center operations and lead the customer service team.
• Coach and mentor CSRs to improve performance and customer satisfaction.
• Manage internal service center operations to meet/exceed P&L objectives.
• Develop and monitor programs for product promotion, inside sales, and warehousing.
• Hire, train, and develop service center personnel.
• Support account managers in acquisition and retention of customers.
• Review monthly reports and manage expenses and petty cash.

Skills

Leadership

Project management

Mentoring

Communication

Analytical skills

Education

High school diploma or GED

Tools

ERP / SAP

Job description

In this position, you will oversee day-to‑day operations of one of our service centers while also providing leadership to our team of customer service specialists. This will allow you to showcase not only your administrative and project management skills, but also your coaching and mentoring capabilities. If you relish the idea of serving customers through everything, from hands‑on operational duties, to salesmanship and team motivation efforts, and if you have the background we’re looking for, we want to talk with you!

Job Responsibilities

As a Customer Service Manager, you will manage service center operations and support our customers and our service team pre-sale, point of sale, and post-sale. This is a multi-aspect role that encompasses both service management and leadership and coaching of our CSRs. This position reports directly to our General Manager.

Your Specific Duties In This Role Will Include

• Managing internal service center operations to meet/exceed P&L objectives
• Championing the development of leadership competencies that drive individual and team goals
• Meeting customer and shipment metrics, including time to fill, expediting orders, and quoting
• Developing, implementing, and monitoring programs and activities related to product promotion and inside sales, office and warehouse functions, and customer service – as well measuring the results
• Hiring, training, and developing service center personnel
• Assisting account managers in the identification, acquisition, and retention of customers
• Managing inventory, receivables, expenses, and profit/loss accounting
• Reviewing and completing monthly reports as well as overseeing petty cash balancing
• Ensuring that customer relations are maintained at a high level
• Utilizing key metrics to evaluate and recommend best practices for operations
• Managing vendor relationships
• Creating a positive, dynamic, and fun work environment

Position Requirements

As a Customer Service Manager, you must be a strong, motivational leader with strong administrative, project management, and mentoring abilities. You should also be highly detail-oriented with solid analytical and problem-solving skills. It is also important that you display excellent verbal and written communication, interpersonal, and negotiation skills as well as the ability to establish rapport and build solid relationships with service staff and a wide variety of customers.

Specific Qualifications For The Role Include

• 2+ years of proven sales or customer service leadership experience in an industrial atmosphere or parts counter
• High school diploma or GED
• Solid understanding of financial and accounting concepts
• Computer proficiency and the ability to quickly learn our ordering system
• Industrial sales / distribution experience, preferred
• Service center experience, preferred
• ERP / SAP experience, a plus
• Benefits

Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.