Service Center Manager: Lead Operations & Customer Experience

FCX Performance

Wilmington (NC)

On-site

USD 60,000 - 85,000

Full time

5 hours ago

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Job summary

Applied Industrial Technologies, a global industrial distributor, seeks a Customer Service Manager to oversee a service center, drive operations, and lead a team of customer service professionals in Wilmington, NC. This role combines leadership, coaching, and day-to-day management to ensure exceptional service and achievement of performance metrics.

You will manage pre-sale, sale, and post-sale activities, mentor CSRs, and collaborate with account managers to retain customers while optimizing

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.
ERP / SAP experience is a plus.

Responsibilities

Oversee day-to-day operations of the service center and lead the customer service team pre-sale, point of sale, and post-sale.
Coach and mentor CSRs to improve performance and service quality.
Meet customer and shipment metrics, including on-time delivery and accurate quoting.
Manage inventory, expenses, and service center budgets.
Build strong relationships with customers and account managers to identify opportunities.