NFI Parts Inc · 3 weeks ago
Director, Sales and Customer Service
Louisville, KY
Full-time
Hybrid
Lead/Staff, Director/Executive
5+ years expNFI Parts Inc is North America's most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. The Director, Sales and Customer Service is responsible for planning, coordinating, and evaluating all activities within the customer service and sales support teams, ensuring an exceptional experience while achieving revenue and operational performance goals.
Automotive
Responsibilities
Develop, execute, and maintain individual customer and segment strategies
Partner with Managers and Territory Sales Representatives (TSRs) to align customer goals, revenue targets, and growth opportunities
Create and implement strategies to enhance the overall customer experience
Travel to customer sites and attend industry tradeshows as needed
Develop and manage annual revenue and margin budgets
Set and control all Customer Service-related expenses within the NFI Parts budget
Analyze and respond to foreign exchange fluctuations by creating effective FX quoting strategies
Provide direction, coaching, and mentoring to Customer Service Managers and their teams
Review and adjust responsibilities of direct reports annually or as needed
Support and guide the development and delivery of Employee Performance Reviews (EPRs), including participation in unfavorable review discussions
Approve time sheets, vacation requests, and overtime as needed
Review and approve pricing strategies for quotes under $200,000
Provide input on quoting strategy, customer profitability, and revenue growth plans
Collaborate with Contract Specialists on complex or competitive bids
Develop KPIs and dashboards in collaboration with the VP and Customer Service Analyst to monitor team and individual performance
Guide workload balancing, team structure, and territory assignments for optimal performance
Identify and collaborate with cross-functional teams to drive process improvements and business growth
Establish regular meetings with Managers to monitor progress on KPIs, analytics, and TSR activities
Work with Bus Sales and Warranty teams to support product sales and resolve customer issues
Review the bus build schedule and partner with Managers to develop customer strategies
Approve RMA requests between $1,500 and $5,000
Act as backup for Managers in approving time off, time sheets, and other administrative needs in their absence
Qualification
Required
Post-secondary education in Business, Sales, or a related field
5+ years experience in sales, business development, or customer relationship management, preferably in the transportation, automotive, or aftermarket parts industry
Exceptional communication, leadership, and change management skills; ability to motivate and develop high-performing teams
Proven ability to lead, motivate, and develop high-performing teams in a complex, multi-stakeholder environment along with leading change initiatives and driving continuous process improvements
Deep understanding of customer service principles, practices, and metrics, with the ability to translate customer feedback into actionable business improvements
Strong understanding of market dynamics, pricing strategies, and margin management
Skilled in navigating and resolving complex customer concerns, operational issues or escalations with professionalism and diplomacy
Strategic thinker with the ability to assess market trends, customer behaviors, and internal capabilities to develop and execute effective revenue growth opportunities
Strong analytical skills with the ability to interpret and act on performance data, KPIs, and market intelligence
Experience managing budgets, forecasting revenue, and controlling operational costs within departmental parameters
Ability to assess customer profitability, margin performance, and identify revenue improvement opportunities
Professional written and verbal communication skills, with the ability to present to executive leadership and all customer management levels
Proficient in setting KPIs, analyzing sales data, and using performance metrics to drive team results
Ability to travel up to 30%
Benefits
Competitive Wages.
A continuous learning environment.
Ability to advance your career with a growing company.
Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
Company
NFI Parts Inc
NFI Parts is the leading parts-support partner for North America’s bus and coach industry.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase