Career Opportunities

with Hydraulic Parts Source
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Customer Service
Manager

CULTURE & CORE VALUES

Hydraulic Parts Source is an organization that takes the utmost pride in taking care of people. Employees and customers have always been our number one priority. Commitment and service to customers is at the heart of our core values.

INTEGRITY

Do the
right thing.

COMMITMENT

Service the customer
above all else.

APPRECIATION

Value, recognize and support our employees, suppliers & customers’ contributions in making HPS a World-Class Company.

EXCELLENCE

Practice fanatical attention to detail and consistency.

NOW HIRING:

CUSTOMER SERVICE MANAGER

Job Type: Full-time

Compensation will be commensurate with experience

POSITION DESCRIPTION SUMMARY

The ideal candidate will be able to create an unparalleled level of customer experience through providing the leadership needed to build a strong Inside Sales Team. Position oversees the acquisition and retention of long-term quality customers through the development, implementation, and execution of customer service systems so that all customer’s expectations are met or exceeded, and departmental and company performance goals are met. Leading by example and demonstrating the qualities and values that allow HPS to lead the industry in customer experience is essential. This position is a front line, working, leadership position, requiring the ability to perform as an Inside Sales Representative as well as provide the management and coaching skills to influence a positive and successful team result. Ability to collect, analyze, report and act upon performance data will be key in successful management of results. Having a key understanding of individual personalities and abilities, to delegate responsibilities will be a key part in setting up the department and organization for success. This position will report to and collaborate with the Sales and Marketing Manager, in the development of departmental process, protocol, and high-level departmental decisions, while putting priority on new business development.

More Information

Essential Duties & Responsibilities

1. Provide front line management and support to the Inside Customer Service Team, to facilitate continuous improvement of quality, productivity, and customer service standards.

2. Identify, establish, and report on Key Performance Indictors (KPI) needed to achieve quote, revenue, conversion rate, and quote response goals. Analyze variances and initiate corrective actions.

3. Maintain and distribute reports detailing the analytics needed to fully understand performance, identify opportunities and prove out positive trends.

4. Recommend to management appropriate ideas for the vision of the Inside Customer Service Department, including systems orchestration, innovation, and quantification that are consistent with the company’s strategic objectives.

5. Identify gaps in departmental responsibilities and make recommendations for employee skill development as well as the addition of headcount.

6. Hire and train personnel in all direct reporting positions in inside customer service procedures, hydraulic theory, and technical support.

7. Evaluate the performance and results for personnel in all direct reporting positions.

8. Provide and manage the resources needed for the inside customer service team to carry out their responsibilities, maximizing efficiency and outcome.

9. Provide the necessary coaching and personal involvement required in resolving complex, subjective, and challenging customer transactions and scenarios in a way that will satisfy the customer.

10. Provide direction to staff on warranty claims and RTS credits, where outcome requires approval.

11. Conduct all departmental meetings, individual performance reviews and developmental meetings on a scheduled basis.

12. Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

13. Will provide primary coverage of the 24/7 emergency customer support line

Knowledge, Skills and Abilities
  • Must have strong, clear, and concise communication skills, both verbally and written
  • Ability to lead, motivate, and inspire a successful, like-minded, Customer Service Team
  • Must be able to provide coaching and direction, in a positive, productive, and effective manner
  • Possess a complete understanding of departmental operations, with the ability to provide front-line support
  • Understand departmental and company goals and how to collect, interpret, and act upon performance analytics
  • Ability to develop systems to improve departmental quality and efficiency
  • Must be able to effectively manage and resolve both external and internal conflict to facilitate a win-win outcome
  • Fully carry out all responsibilities related to recruiting, hiring, onboarding, and training new employees
  • Ability to organize and execute all departmental and individual employee meetings within the cadence and guidelines of the HPS system
  • Possess the ability to understand and evaluate individual strengths and areas of improvement required to advance the performance of the group
  • Must have the ability to analyze quality and warranty data to positively contribute to providing creative, cross-departmental collaboration and manage customer demand
  • Maintain professional and positive conduct in strict adherence to HPS company policies and core values
Education/Experience
High School graduate or equivalent; and two years of customer service management or equivalent experience preferred.
Reporting Relationships

This position reports directly to the Sales & Marketing Manager.

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