Customer Service Manager Aftermarket parts (Monterrey)

About the role

The Customer Service Manager will lead a high‑volume Aftermarket Parts support team dedicated to delivering rapid, accurate, customer‑focused service. In this role, you will ensure the excellence of day‑to‑day operations while also supporting the launch of a new Customer Service location. As the on‑site leadership presence, you will drive culture, oversee onboarding, and help build processes and systems that enable operational success. Your expert knowledge of Salesforce and SAP will be central to optimizing workflows and improving service outcomes for our customers.

Key Responsibilities

• Leading and coaching a team handling high-volume inquiries across phone, email, and chat.
• Ensuring accuracy in parts identification, pricing, availability checks, order status, warranty, and returns.
• Driving proficiency in Salesforce for case management, documentation, and workflow.
• Overseeing accurate order entry, parts lookups, and processing in SAP to minimize errors and delays.
• Monitoring queue performance and staffing levels to meet service targets.
• Conducting regular coaching sessions, team meetings, and performance evaluations.
• Resolving complex escalations requiring technical or system expertise.
• Partnering with Operations to address issues and enhance customer experience.

Site Start‑Up Support

• Supporting all activities related to launching the new Customer Service site, including facility readiness, onboarding, technology setup, and process implementation.
• Assisting in the hiring of representatives with strong technical aptitude and CRM/ERP familiarity.
• Partnering with Training to develop onboarding content and job aids for Salesforce and SAP.
• Establishing a positive, high-performance culture from Day1.
• Ensuring system access, workstation setup, and documentation are ready for go‑live.

Local Site Leadership

• Serving as the on‑site leadership contact for employees and cross‑functional teams.
• Maintaining strong communication, supporting engagement activities, and fostering continuous improvement.
• Addressing facility, IT, HR, and operational needs requiring on‑site coordination.
• Ensuring compliance with safety, quality, and operational policies.

Operational Excellence

• Using Salesforce dashboards and SAP reports to monitor performance and processes.
• Identifying trends in call drivers, order accuracy, customer challenges, and system inefficiencies.
• Collaborating with Supply Chain, Inventory, and Product teams to address backorders, obsolescence, and technical escalations.
• Maintaining and improving SOPs related to Salesforce case management, SAP order processing, and parts research workflows.
• Driving initiatives to reduce order errors, improve first‑contact resolution, and elevate service metrics.

Requirements

We are looking for people who are customer-driven, collaborative, analytical, and adaptable. If this sounds like you, we encourage you to apply.

• 3+ years of Customer Service or call center experience, ideally in Aftermarket Parts, distribution, or technical support.
• 2+ years of people‑management or team lead experience in high‑volume environments.
• Hands‑on experience with Salesforce or a similar CRM platform.
• Working knowledge of SAP or similar ERP platforms.
• Strong communication, coaching, and conflict-resolution skills.
• Ability to succeed in fast-paced, high-volume environments and lead through change.
• Bilingual English/Spanish (written and verbal).
• Valid U.S. Visa.

Although not necessary, it would be nice if you have:

• Experience in Aftermarket Parts distribution, warranty operations, or technical service.
• Familiarity with telephony platforms, ticketing systems, and WFM tools.
• A strong sense of urgency when handling escalations.

Benefits

We are committed to offering competitive benefits programs for all employees and enhancing our programs when necessary.

• Comprehensive health insurance.
• Professional development opportunities.