Customer Service Manager

Sage Parts is the world's largest supplier of GSE (Ground Support Equipment) and airport-related equipment replacement parts with operations in The United States, Canada, Chile, France, Hong Kong, Singapore, Peru, South Africa, The Netherlands, and The United Kingdom. Sage Parts supplies replacement parts and accessories for all types and brands of GSE. Sage provides supply chain management, on site supply services, single source supply, logistics solutions, engineering solutions and other cost reduction programs.

We are seeking a dynamic and experienced Customer Service Manager to oversee and lead our Customer Service teams across the United States. This role is critical in ensuring the delivery of exceptional customer service, driving performance improvements, and maintaining the highest standards of service quality. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and the ability to manage and mentor a diverse team effectively. Experience in the GSE (Ground Support Equipment) or Automotive industry is highly preferred.

Key Responsibilities:

Leadership and Management:

• Oversee and manage all Customer Service Leads across the United States, providing guidance, support, and mentorship to ensure high performance and professional development.
• Develop and implement customer service strategies that align with company goals and objectives.
• Foster a positive and collaborative work environment that encourages teamwork, innovation, and continuous improvement.

Performance Management:

• Monitor and evaluate the performance of Customer Service Leads to ensure service excellence and adherence to company standards.
• Analyze key performance indicators (KPIs) and implement action plans to address areas of improvement.
• Conduct regular performance reviews and provide constructive feedback to enhance team effectiveness.

Operational Excellence:

• Ensure that all customer service operations are running smoothly and efficiently across all regions.
• Collaborate with cross-functional teams to address customer issues and improve service delivery processes.
• Implement and monitor customer service policies and procedures to ensure consistency and compliance with company standards.

Customer Experience:

• Drive a customer-first culture across the customer service teams, ensuring that all interactions are handled with professionalism, empathy, and efficiency.
• Identify and resolve escalated customer issues promptly and effectively.
• Gather and analyze customer feedback to continuously improve the customer experience.

Training and Development:

• Develop and execute training programs for Customer Service Representatives to enhance their skills and knowledge.
• Stay updated on industry best practices and incorporate them into training and development initiatives.
• Ensure that all team members are equipped with the tools and resources they need to succeed in their roles.

Qualifications:

• Bachelor’s degree
• Minimum of 5-7 years of experience in customer service management, with at least 3 years in a leadership role.
• Proven experience in managing and leading teams across multiple locations.
• Strong understanding of customer service principles and practices.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data, identify trends, and develop action plans.
• Strong problem-solving skills and the ability to handle escalated issues effectively.
• Proficiency in customer service software and Microsoft Office Suite.
• Preferred: Experience in the GSE (Ground Support Equipment) or Automotive industry.
• Able to travel up to 30%

Preferred Qualifications:

• Experience working in a fast-paced, high-volume customer service environment.
• Familiarity with CRM systems and customer service analytics tools.
• Familiarity with Prophet 21 ERP system