Customer Support Manager- OEM, Aftermarket, and International Sales

Customer Support Manager- OEM, Aftermarket, and International Sales

We’re looking for a Customer Support Manager to lead our Customer Order Management (COM) team, ensuring seamless operations and world-class service across our OEM, aftermarket, and international sales channels. In this role, you'll be at the heart of our global supply chain, fostering collaboration, driving process improvements, and delivering outstanding customer experiences.

Are you a dynamic and customer-focused leader ready to drive operational excellence and build high-performing teams? Do you thrive in a fast-paced environment where every customer interaction is an opportunity to create a lasting impact? If so, we have the perfect role for you!

In this role, you will make an impact in the following ways:  

• Lead & Develop a High-Performing Team – Build, mentor, and coach a team of customer support professionals, ensuring they have the tools and skills to excel.


• Drive Customer Excellence – Oversee hundreds of daily customer interactions, ensuring empathy, accuracy, and efficiency at every touchpoint.


• Optimize Order Management Processes – Collaborate cross-functionally with operations, materials planning, sales, and logistics to improve efficiency and meet customer demands.


• Strategic Thinking & Problem-Solving – Identify recurring customer issues, analyze data trends, and implement process improvements to enhance the overall experience.


• Engage with Key Customers – Build relationships with key stakeholders, proactively addressing concerns and driving long-term partnerships.


• Data-Driven Decision Making – Interpret critical data points to enhance decision-making and ensure the best outcomes for both customers and the business.


• Lead Demand Control & Forecasting – Manage demand fluctuations, prioritize customer orders, and contribute to accurate long-term forecasting.


• Oversee Budget & Operational Planning – Manage the department’s budget and align strategic initiatives with financial targets.
   

• Overseeing the end-to-end order fulfillment process, ensuring efficiency and accuracy.


• Managing high volumes of customer interactions, ensuring a seamless experience.


• Resolving escalated customer issues while identifying and eliminating recurring problems.


• Understanding the OEM supply chain, including working with manufacturers who integrate parts into final products.


• Managing aftermarket sales, which involve supplying replacement parts and services after the initial sale.


• Balancing demand fluctuations, ensuring availability of parts and products across multiple customer segments. 


• Handling international customers with varying regulatory, logistical, and cultural requirements.


• Collaborating with global materials planning, logistics, and operations teams to ensure smooth order processing.


• Navigating complex international shipping, trade regulations, and compliance requirements. 


• Leading, coaching, and mentoring customer support teams to improve performance and career growth.


• Developing strategies to optimize team collaboration across different business functions.


• Creating a customer-centric culture that drives long-term relationships and repeat business. 


• Working closely with sales, logistics, materials planning, and manufacturing teams to align customer expectations with operational capabilities.


• Implementing strategies to reduce lead times, improve response times, and enhance supply chain coordination.
   

Education

• College, university, or equivalent degree in Supply Chain, Business Administration, or related subject required. 


• This position may require licensing for compliance with export controls or sanctions regulations.

Key Skills & Expertise

• Strong knowledge of OEMs, aftermarket sales, and international trade


• Expertise in customer order management, supply chain, and logistics


• Ability to analyze data and implement process improvements


• Experience in leading and mentoring customer support teams


• Excellent communication and relationship-building skills

Experience

• 5+ years in customer service, supply chain, or order management, with at least 3 years in a leadership role.


• Proven ability to build, mentor, and develop high-performing teams in a fast-paced environment, fostering collaboration and continuous improvement.


• Passion for delivering exceptional customer experiences, resolving complex issues, and driving long-term customer satisfaction.


• Strong ability to interpret data, identify trends, and drive process improvements that enhance efficiency and service quality.


• Experience working with sales, logistics, materials planning, and global operations to align business objectives with customer needs.


• Proficiency in Salesforce or similar Customer Relationship Management (CRM) tools, leveraging data for improved customer interactions, tracking order management workflows, and optimizing service delivery.

This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex challenges, and is passionate about enhancing the customer experience in a global business setting.

Base salary range: Use $102,700 - $154,050

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate. 

Compensation and Benefits 
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Medical/Dental/Life Insurance, Health Savings Account, other personal and professional benefits. 
 

Atmus and E-verify  
At Atmus, we are proud to be an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. 
Atmus will validate the right to work using E-Verify. Atmus will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.