Parts Customer Service Lead

TIME Manufacturing Company, Inc.

Parts Customer Service Lead supporting daily operations and customer inquiries at TIME Manufacturing Company. Ensuring high quality customer service and team development in a manufacturing environment.

Posted 6/12/2026full-timeWaco • Texas • 🇺🇸 United StatesSenior💰 $28 - $30 per hourWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Provide daily support to Parts CSRs with customer inquiries, escalations, and order-related issues
Assist in handling high-priority customer accounts and escalated situations
Help ensure customer inquiries are acknowledged and responded to within department expectations
Support customer communication standards and professionalism across the team
Assist with resolving customer concerns related to pricing, availability, lead times, shipping, and order status
Promote a positive customer experience through proactive communication and follow-up
Assist with onboarding and training of new Parts CSRs
Provide ongoing coaching and reinforcement of customer service expectations and processes
Help develop training materials, guides, and process documentation
Support cross-training initiatives within the department
Identify training gaps and communicate opportunities for improvement to management
Serve as a day-to-day resource for team questions and operational support
Reinforce department SOPs, workflows, and communication standards
Help monitor order follow-up, customer response times, and open issues
Support continuous improvement initiatives within the department
Assist with maintaining organized documentation and process consistency
Work collaboratively with Purchasing, Warehouse, Technical Support, Engineering, and other internal departments to support customer needs
Help ensure team adherence to established procedures and expectations
Lead by example in professionalism, accountability, teamwork, and communication
Support a positive and collaborative team environment
Assist in driving department goals and service expectations
Escalate ongoing concerns or process gaps to management when necessary
Help promote consistency across team communication and customer interactions
Serve as escalation point for customer concerns. Step in when requests are delayed or unresolved
Support CSRs & Technical CSRs in complex situations
Ensure customers receive timely updates and resolutions
Validate accuracy of quotes/orders
Coach team on pricing, lead times, and parts accuracy
Escalate issues when data appears incorrect
Partner with engineering and supply chain on part data corrections
Support improvements to parts data and internal processes
Build relationships with Engineering, Warranty, Service, Supply Chain
Coordinate with internal departments to obtain needed updates
Report all customer complaints through the appropriate company channel
Communicate daily with Head of Business Services, North America
Participate in operations and improvement meetings
Coach team members regularly
Support CSRs on understanding parts, processes, and communication
Support Technical CSRs with escalated issues
Encourage continuous learning
Promote culture of ownership, urgency, and professionalism
Maintain punctuality and consistent presence
Lead calmly and professionally

Requirements

What you’ll need

Minimum 3–5 years of customer service experience, preferably within manufacturing, parts, distribution, or a related industry
Experience with Epicor ERP or similar systems
Prior experience assisting with training, mentoring, or team support preferred
Knowledge of parts order processing and customer support workflows
Strong attention to detail and sense of urgency
Strong communication and interpersonal skills
Ability to coach and support team development in a professional manner
Excellent organizational and follow-up skills
Ability to manage multiple priorities in a fast-paced environment
Strong problem-solving and customer resolution skills
Proficient in Microsoft Office applications and ERP systems

Benefits

Comp & perks

Comprehensive health, dental, and vision insurance plans
401(k) with company match
Paid time off and holidays
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceparts order processingtrainingmentoringproblem-solvingcustomer resolutionattention to detailorganizational skillsfollow-up skillsmulti-priority management

Soft Skills

communicationinterpersonal skillsteam developmentprofessionalismcollaborationownershipurgencycoachingleadershipaccountability