Service Center Operations Leader

Applied Industrial Technologies; Wilmington (NC); On-site; USD 65,000 - 95,000; Full time

Job summary

Applied Industrial Technologies in Wilmington, NC is seeking an experienced Customer Service Manager to oversee day-to-day service center operations and lead a team of customer service specialists. This role blends administrative, project management, coaching, and mentoring to drive superior service and performance.

You'll manage service center operations, support customers pre-sale to post-sale, and work with account managers to grow the business.

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

• 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 related to product promotion and inside sales, office and warehouse functions, and customer service.
• 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 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.

Skills

Leadership

Project management

Mentoring abilities

Analytical skills

Negotiation

Education

High school diploma or GED

Tools

ERP / SAP

Job description

Applied Industrial Technologies in Wilmington, NC is seeking an experienced Customer Service Manager to oversee day-to-day service center operations and lead a team of customer service specialists. This role blends administrative, project management, coaching, and mentoring to drive superior service and performance.

You'll manage service center operations, support customers pre-sale to post-sale, and work with account managers to grow the business.