New

Parts Call Center Manager

Interstate Companies, Inc.
paid time off, 401(k)

Mar 03, 2026
Job Title: Parts Call Center Manager Department: On-Highway Truck, Engine & Equipment parts Location: Onsite - Eagan, MN Pay Range: Base Salary of $90-$110K/annually plus monthly commission About the Role We are looking for an experienced and driven Parts Call Center Manager to lead our high-volume, customer-facing inside sales team. This team supports parts sales for on-highway trucks, heavy-duty engines, and related equipment across our dealership/distributorship operations. In this hands-on leadership position, you will drive parts revenue growth, optimize call center efficiency, ensure order accuracy, and deliver exceptional customer satisfaction. You will build and maintain consistent processes while developing a high-performing team that turns every inbound and outbound customer interaction into profitable, repeat business. Key Responsibilities Lead, coach, and develop a team of inside parts specialists handling high-volume inquiries via phone, email, text, and web channels Manage daily call center operations, including staffing, scheduling, and coverage to consistently meet or exceed service level and volume targets Oversee accurate and timely handling of parts inquiries, including part availability checks, pricing, substitutions, core returns, warranty processing, and order fulfillment Actively drives sales through professional quoting, proactive follow-up, upselling opportunities, and outbound outreach initiatives Own and improve key performance indicators (KPIs), including: Speed to answer and abandonment rate Quote-to-order conversion rate Order accuracy and first-contact resolution Parts revenue influenced / generated by the team Maintain high standards for CRM / DMS documentation, data integrity, and system usage Continuously refine processes, call scripts, workflows, and tools to minimize repeat contacts, reduce errors, and enhance efficiency Collaborate closely with Parts Counter, Inventory Control, Purchasing, Outside Sales, Rental, Service, and Credit teams to resolve issues and support overall dealership goals Conduct regular training programs, call quality monitoring, side-by-side coaching, and performance reviews What Success Looks Like Significantly faster response times and reduced call abandonment Higher quote close rates leading to measurable parts revenue growth Improved first-contact resolution and order accuracy metrics A highly engaged, accountable, and consistent team culture Well-documented, repeatable, and scalable call center processes Qualifications & Experience Required: 3-5+ years of leadership experience in inside parts sales, call center management, or dealership/distributorship parts operations Solid working knowledge of truck, engine, and/or heavy equipment parts, including parts sales workflows and common industry practices Proven track record of managing team performance through KPIs, coaching, and accountability measures Hands-on experience with dealership DMS (Dealer Management Systems) and electronic parts catalog systems Strong communication skills, organizational ability, and a genuine customer-first mindset Preferred: Experience in fleet or high-volume B2B parts sales environments Exposure to multi-location dealership/distribution operations Familiarity with systems such as CDK, Reynolds and Reynolds, Procede Software, or similar platforms Why Join Our Team? Competitive base salary with performance-based incentives tied to team and individual results Comprehensive benefits package including medical, dental, vision, 401(k) with company match, paid time off, and more Stable, established dealership environment with opportunities for professional growth High-impact leadership role with direct influence on revenue growth and customer experience Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Interstate Companies is an Equal Opportunity Employer, and we encourage all qualified and interested people to apply for this position by submitting a resume for consideration.