Customer Service Manager – Aftermarket Parts

About the role

The Customer Service Manager will lead a high‑volume Aftermarket Parts support team, ensuring rapid, accurate and customer‑focused service. You will oversee day‑to‑day operations while helping launch a new Customer Service site, building the culture, processes and systems needed for success.

Key responsibilities

• Lead, coach and develop a team handling phone, email and chat inquiries related to parts identification, pricing, availability, order status, warranty and returns.
• Drive proficiency in Salesforce for case management, documentation and workflow automation.
• Oversee accurate order entry, parts look‑ups and processing in SAP to minimise errors and delays.
• Monitor queue performance and staffing levels to meet service targets.
• Conduct regular coaching sessions, team meetings and performance evaluations.
• Resolve complex escalations that require technical or system expertise.
• Support the start‑up of a new Customer Service site, including facility readiness, technology setup and onboarding of new representatives.
• Partner with Operations, Training and HR to improve the overall customer experience.

Required profile

• Proven experience leading a high‑volume customer service team, preferably in aftermarket parts or a similar technical environment.
• Demonstrated ability to launch or scale a new service location, including hiring, onboarding and culture building.
• Strong communication skills to act as the on‑site leadership contact for employees and cross‑functional teams.
• Experience collaborating with Operations, Training and HR to drive continuous improvement.

Required skills

• Salesforce
• SAP

What we offer

• Opportunity to shape a new Customer Service site from day one.
• Dynamic, inclusive work environment focused on innovation and sustainability.
• Competitive compensation and benefits package.