Lead, coach, and develop a team of CSRs within assigned scope to deliver revenue while meeting high standards for customer satisfaction and service performance.
Provide ongoing feedback, recognition, and performance management that builds engagement and capability.
Establish clear roles, accountabilities, and expectations for each CSR, aligned to Packaging’s customer care commitment.
Drive AM Parts sales results by balancing inbound customer responsiveness with outbound, growth-focused outreach.
Monitor daily CSR activities, pipeline progress, and order fulfillment to ensure accountability and customer confidence.
Serve as a trusted point of escalation for complex customer issues, ensuring problems are resolved with urgency and transparency.
Collaborate with New Equipment and Aftermarket Sales teams to deliver integrated customer touchpoints.

5+ years of experience in Customer Service, Sales, or related commercial roles.
Demonstrated success leading teams to achieve measurable revenue and performance results.
Strong working knowledge of ERP and CRM tools; experience implementing new systems preferred.
Excellent communication skills, with proven ability to manage both customer relationships and internal stakeholder alignment.
Data orientation with proven ability to analyze performance, identify trends, and adjust strategy.
Bachelor’s degree required.
Flexibility to take on evolving responsibilities in response to strategic priorities and business needs.

Lead, Customer Service – Parts

Key skills