Customer Service & Parts Distribution Operations Manager

The Customer Service & Parts Distribution Operations Manager is responsible for ensuring exceptional service delivery across dealer and parts distribution operations. This role drives operational excellence by overseeing customer satisfaction, on-time delivery, product quality, inventory distribution, and continuous process improvement. The position serves as a key liaison between dealers, distribution centers, and internal stakeholders to ensure customer expectations are consistently exceeded while maintaining high standards of quality and efficiency.

Key Responsibilities:

• Manage customer service for key dealer accounts, ensuring responsive communication and high customer satisfaction.
• Drive on-time delivery performance by partnering with logistics and warehouse operations to meet service expectations.
• Ensure product quality, shipment accuracy, and damage prevention across dealer deliveries, Forward Stocking Locations (FSLs), and Parts Distribution Warehouses.
• Monitor dealer order status and proactively communicate updates to ensure a seamless customer experience.
• Build strong dealer relationships by promoting a customer-first culture and resolving issues efficiently.
• Oversee operational performance by tracking key service metrics and implementing continuous improvement initiatives.
• Lead efforts to improve distribution processes, enhance shipment quality, and optimize operational efficiency.
• Demonstrate independent decision-making while identifying opportunities to expand responsibilities and support broader business objectives.

Key Competencies:

• Customer Focus
• Dealer Relationship Management
• Operational Excellence
• Supply Chain & Distribution Operations
• Quality Assurance
• Problem Solving & Decision Making
• Cross-Functional Collaboration
• Continuous Improvement
• Communication & Relationship Building
• Performance Metrics & KPI Management
• Process Improvement
• Self-Leadership and Accountability

Basic Qualifications:

• Bachelor’s degree in business management (BA)
• Minimum of 5 years of supervisory experience
• Ability to work any shift and overtime necessary
• Excellent organization skill
• Excellent interpersonal skills
• Strong communication and presentation skills
• Ability to handle multiple projects at the same time
• Demonstrated troubleshooting skills
• Strong proficiency in Microsoft Office/Google

Preferred Qualifications:

• Master’s degree in business administration (MBA)
• Experience in continuous improvement projects
• Ability to multi-task in a fast-paced regional and global work environment, and organize priorities
• Analytical with strategic forward planning mindset
• Self-motivated with demonstrated ability to achieve goals under minimal supervision and building positive working relationships