Parts Customer Service Lead

Position Summary

The Parts Customer Service Lead supports the Parts Customer Service team by providing daily customer support, training, and development. They assist with onboarding, coaching, and process adherence, and serve as a resource for customer inquiries and escalations.

Responsibilities And Duties

• Provide daily support to Parts CSRs with customer inquiries, escalations, and order-related issues
• Assist in handling high-priority customer accounts and escalated situations
• Support customer communication standards and professionalism across the team
• Aid in resolving customer concerns related to pricing, availability, lead times, shipping, and order status
• Promote a positive customer experience through proactive communication and follow-up
• Assist with onboarding and training of new Parts CSRs
• Provide ongoing coaching and reinforcement of customer service expectations and processes
• Develop training materials, guides, and process documentation
• Identify training gaps and communicate opportunities for improvement to management
• Support cross-training initiatives within the department
• Monitor order follow-up, customer response times, and open issues
• Support continuous improvement initiatives within the department
• Maintain organized documentation and process consistency
• Collaborate with Purchasing, Warehouse, Technical Support, Engineering, and other internal departments to support customer needs
• Ensure team adherence to established procedures and expectations
• Serve as an escalation point for customer concerns
• Support CSRs & Technical CSRs in complex situations
• Ensure customers receive timely updates and resolutions
• Validate accuracy of quotes/orders
• Coach team on pricing, lead times, and parts accuracy
• Escalate issues when data appears incorrect
• Partner with engineering and supply chain on part data corrections
• Support improvements to parts data and internal processes
• Build relationships with Engineering, Warranty, Service, Supply Chain
• Collaborate with internal departments to obtain needed updates
• Report all customer complaints through the appropriate company channel
• Communicate daily with Head of Business Services, North America
• Participate in operations and improvement meetings

Qualifications

• Minimum 3–5 years of customer service experience, preferably within manufacturing, parts, distribution, or a related industry
• Experience with Epicor ERP or similar systems
• Prior experience assisting with training, mentoring, or team support preferred
• Knowledge of parts order processing and customer support workflows
• Strong attention to detail and sense of urgency
• Strong communication and interpersonal skills
• Ability to coach and support team development in a professional manner
• Excellent organizational and follow-up skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and customer resolution skills
• Proficient in Microsoft Office applications and ERP systems
• Ability to work collaboratively across departments