JOB SUMMARY: This position manages a business unit’s customer service team while actively driving parts sales and enhancing the overall customer experience.

ESSENTIAL FUNCTIONS

1. Leads, develops, and manages the customer service team to ensure strong performance and results. 
2. Sets goals, priorities, and strategies aligned with sales growth and customer satisfaction.
3. Develops and implements practical, innovative ideas to improve customer service performance and increase parts sales.
4. Manages the customer service operating budget and ensures efficient use of resources.
5. Maintains consistent brand presentation and customer experience across all interactions, product lines, and promotional efforts.
6. Partners with marketing to support promotions and ensure consistent execution across initiatives.
7. Contributes to and follows written policies, procedures, and best practices for the customer service team.
8. Works directly with customers as needed to support service needs and resolve issues.
9. Understands lean concepts and initiates improvements to increase efficiency and reduce costs. 
10. Collaborates cross-functionally with key departments to support business objectives, including sales, service, and operations.
11. Provides training and ongoing development to ensure team members are knowledgeable in products, systems, and sales techniques.
12. Ensures compliance with company safety policies and practices.
13. Performs other duties as assigned.

JOB QUALIFICATIONS

Education: Bachelor’s degree in business administration, sales, or marketing preferred. 

Experience: Three years of experience with customer service and management. 

Skills: Good understanding of concrete industry product line. Excellent oral and written communication skills. Excellent computer skills; knowledge of current business systems, and software programs. Good organizational skills. Ability to lead, coach, and develop a team.

Requirements: Must be willing to travel. Must be fluent in English, bi-lingual skills are a plus.