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