Manager, Customer Service

Aftermarket Customer Service Manager

Why Work at Rehlko: We have met today's energy needs while planning for tomorrow's for over 100 years. Beginning with the first modern generator, the Rehlko Automatic Power & Light, launched in 1920, Rehlko has been an innovative leader in energy resilience. Our product range includes engines, generators, power conversion, UPS systems, EV components and electrification solutions, microgrid controls and management, clean energy solutions, and much more that serve a broad spectrum of OEM, residential, industrial, and commercial customers. Our priorities are global: the stability from steady energy sources and reliable back-ups. The power to be able to harness energy, and the freedom of not being dependent on an aging centralized grid. The confidence that clean energy solutions offer when it comes to a sustainable world, and the commitment to keep innovating towards greater impact. At Rehlko, our team members are the essential energy that powers our organization's success. We are committed to fostering a safe and sustainable work environment where safety is everyone's responsibility. We empower every team member to actively participate in our Zero Is Possible safety culture by encouraging open communication, proactively reporting hazards, following protocols, and suggesting improvements. Join us in creating an energy resilient world for a better future!

Why You Will Love This Job: The Aftermarket Customer Service Manager is responsible for leading the customer service team dedicated to parts inquiries, order processing, and after-sales service, parts, and accessory support. This role ensures high levels of customer satisfaction, timely fulfillment of parts orders, and effective coordination between internal departments such as logistics, sales, and technical service. This position follows a hybrid work model based in our Glendale, WI office.

Specific Responsibilities:

• Lead, mentor, and develop the customer service team to deliver excellent support for service parts customers.
• Oversee the end-to-end order management process for service parts, including order entry, status updates, fulfillment, and returns.
• As assigned by leadership, serve as the product owner (PO) and subject matter expert for the organization's CRM platform (Sales Force Service Cloud or similar).
• Develop and maintain a clear product roadmap that aligns with business goals, customer needs, and technology strategy.
• Collaborate with cross-functional and agile teams to deliver high-quality CRM features and enhancements.
• Maintain strong relationships with customers by ensuring timely, accurate, and helpful responses to inquiries and concerns.
• Coordinate with supply chain and warehouse teams to ensure accurate inventory availability and timely shipping of parts.
• Monitor and analyze key performance metrics such as order accuracy, response time, and customer satisfaction, and implement improvement initiatives as needed.
• Handle escalated customer issues with professionalism and a customer-first mindset.
• Identify trends and recurring issues with parts quality, delivery, or systems and propose corrective actions.
• Ensure compliance with company policies, procedures, and quality standards.
• Develop and maintain documentation for procedures and training materials for customer service staff.
• Collaborate with sales, engineering, and technical teams to resolve product or service issues and to keep customer information up to date.
• Provide training and support to internal users and promote CRM best practices across the organization.
• Stay up to date on CRM trends, platform updates, and industry best practices to propose innovative solutions.