Service Center Manager

Applied Industrial Technologies; Wilmington (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Applied Industrial Technologies in Wilmington, NC is seeking an experienced Customer Service Manager to lead our service center operations and support our customers through pre-sale, sale, and post-sale activities.

You will coach a team of CSRs, manage inventory and metrics, and collaborate with account managers to grow business while maintaining high customer satisfaction. This on-site role requires strong teamwork and data-driven decision making.

Qualifications

• 2+ years of proven sales or customer service leadership experience in an industrial environment.
• High school diploma or GED.
• Solid understanding of financial and accounting concepts.
• Computer proficiency and quick learning of ordering system.
• ERP / SAP experience is a plus.

Responsibilities

• Lead and coach the service center team to meet or exceed P&L objectives.
• Manage internal service center operations and support customers pre-sale, POS, and post-sale.
• Hire, train, and develop service center staff.
• Monitor metrics and vendor relationships to improve operations.
• Collaborate with account managers to grow the customer base.

Skills

Leadership

Customer service

Communication

Negotiation

Analytical skills

Education

High school diploma or GED

Tools

ERP / SAP

Job description

Customer service professionals—don’t pass up this opportunity for a great new job with a global industrial distribution company that combines team leadership with service center operations. Join our team at Applied Industrial Technologies! In partnership with more than 4,000 world-class manufacturers, we are an industry-leading value-added distributor of a wide variety of innovative, efficient, and reliable industrial products. Since 1923, we have been committed to always having the right part in stock and always getting it to the customer when they need it. We are currently seeking an experienced Customer Service Manager to help us to maintain that commitment as we continue to grow.

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

Requirements

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
• This position is not eligible for relocation benefits and is expected to be performed on site.
• Candidates must be authorized to work in the US. We are not able to offer sponsorship of work visas for this position.

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.