Director, Sales And Customer Service

Director, Sales And Customer Service

NFI Parts is North America's most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer transit buses, MCI motor coaches, ADL buses, ARBOC vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. Additionally, NFI Parts has extensive cross references for parts that are common with other bus, coach, and cutaway product lines and has a mature supply base and established relationships with over 1,000 suppliers.

Position Summary

Director, Sales and Customer Service is responsible for planning, coordinating, and evaluating all activities within the customer service and sales support teams. This role ensures an exceptional experience while achieving revenue, profitability, and operational performance goals. The Director will lead strategy development for key customer segments, build internal collaboration, and foster a high-performance culture through coaching and accountability.

What You Will Do:

• Customer Strategy & Relationship Management
  • 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.
• Financial & Budget Responsibility
  • 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.
• Team Leadership & Performance Management
  • 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.
• Sales & Quoting Strategy
  • 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.
• Operational Excellence & Process Improvement
  • 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.
• Collaboration & Communication
  • 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.
• Approvals & Administrative Oversight
  • 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.

What You Need To Be Successful:

Post-secondary education in Business, Sales, or a related field. Equivalent combination of education and relevant professional experience considered. 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.

Our Why

We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable. NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions.