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Wabash Customer Service Lead
Hinton Transportation InvestmentsByron Center, United Statesfull_timeVerifiedPosted 4 Nov 2025
About the role
Job Overview The Customer Service Lead directs the daily sales activities of the Wabash Parts Customer Service team which includes developing and enforcing sales processes, enabling and leading sales activities, and promoting a “hunting and maintaining” mentality. This role will require in-person and electronic-based customer service, selling products and services to existing accounts and prospects, and coordinating daily shipments to ensure compliance with operational guidelines and customer deadlines. The position requires relationship development, account management, and some prospecting to support our overall goal of sustained year-over-year growth. Responsibilities and Duties Sales Operations
- Work with the General Manager to define sales processes and refine daily activities for the team.
- Daily review of defined territories to maintain a sales performance needed to achieve our defined goal/run rate.
- Develop and monitor key performance indicators (KPI’s) and motivate the team to meet and exceed the goals.
- Review and determine customer escalation points such as sale and purchase agreements (SPAs), prepaid freight policies, return goods authorizations (RGAs), and pricing authorizations submitted by the team.
- Continually grow technical, product, and application knowledge of parts essential to the heavy-duty vehicle aftermarket and keep current on new products and product updates to answer customer questions.
- Suggest sale of related parts when identical replacements are not available.
- Effectively communicate features, benefits, and warranty policy information to customers.
- Learn all facets of the heavy-duty truck and trailer parts industry.
- Maintain current and growing customer accounts.
- Maintain call volume key performance indicators (KPIs).
- Maximize sales and gross profit within a defined territory and ensure sales goals are met.
- Identify opportunities of customer’s future needs to drive sales.
- Leverage sales force automation tools to identify opportunities within accounts.
- Communicating opportunities and challenges to management.
- Advise customers and answer questions about products, prices, availability, and product features.
- Maintain consistent and clear communication with customers both in-person and electronically (phone and email).
- Engage with customers to determine immediate and long-term needs and drive sales.
- Build customer accounts through open and interactive communication.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Maintain an on-going liaison between Wabash Parts and its customers.
- Consistently exhibits HTI’s core values and servant leadership style.
- Directs employee’s work through technical expertise.
- Reinforces change management efforts with employees.
- Sets and communicates daily goals and tasks that produce profitable business results and achieves high performance. Provides clarity on goals as necessary.
- Supports the team by solving common problems and making routine decisions that impacts them.
- Responsible for reporting all employee grievances, incidents and conflict management.
- Responsible for holding team members accountable to follow all company policies (ex. handbook, travel, etc.).
- Responsible for initial response when an emergency occurs, then reporting to leadership.
- Understand all safety and compliance procedures and report to leadership when not followed.
- Places an emphasis on employee engagement and retention to boost productivity and performance and reduce employee turnover.
- Participate in parts of the employee life cycle which includes hiring, development, engagement, retention and separation.
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