Customer Service Manager - Industrial Distribution - Platinum Accounts

About this role Customer Service Manager - Industrial Distribution - Platinum Accounts Lead the customer service operation for platinum and key accounts at Ohio Transmission & Pump. You'll manage a team of CSRs, own account escalations, and drive measurable performance partnering directly with sales and operations to deliver best-in-class service in an industrial distribution environment. What's In It For You - Competitive salary commensurate with industrial distribution leadership experience - Strategic account ownership - platinum and key customers, not a call queue - Real leadership scope across one or more facilities - Medical, dental, vision + 401(k) with 50% match up to 6% - Unlimited PTO, tuition assistance, and career advancement support Who Thrives Here - B2B industrial distribution customer service or account operations background - Proven team leader who coaches, develops, and holds the bar - Metrics-driven: scorecards, daily reports, and corrective action come naturally - Comfortable owning ERP and CRM utilization for your team - Calm under pressure, solutions-first mindset What You'll Do - Lead your team: Develop CSRs across one or more facilities, set clear expectations, balance workloads, manage scheduling and PTO, and run regular stand-up meetings to align priorities - Own platinum & key accounts: Serve as the senior escalation point, participate in customer meetings and site visits, and leverage deep customer knowledge to deliver targeted service solutions - Drive performance: Maintain scorecards, monitor order stages, review daily reports, and take swift corrective action on pricing, freight, margin, or billing issues - Partner cross-functionally: Collaborate with sales, operations, warehouse, and procurement on credits, vendor returns, and service alignment; serve as the go-to resource for ERP and CRM utilization - Develop your people: Coach, train, conduct performance and merit reviews, build bench strength, and step in to support CSR responsibilities when needed - Improve continuously: Prepare and analyze operational reports, champion company policies, lead special projects, and foster a culture of process improvement and feedback What You'll Need - Associate Degree or High School Diploma with 5+ years of related experience in industrial distribution CS or account operations - Proven B2B experience supporting complex products, pricing structures, key/strategic accounts, and cross-functional teams - Strong operational background: process improvement, project management, ERP experience required; Lean/5S certification or ability to obtain within 6 months - Excellent leadership, decision-making, communication, and problem-solving skills; detail oriented with strong data entry accuracy - Proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams); able to work independently and collaboratively in a team environment - Ability to meet physical requirements: prolonged sitting, office mobility, and occasional lifting up to 20 pounds About Ohio Transmission & Pump Ohio Transmission & Pump is a division of OTC Industrial Technologies - one of the largest industrial distribution and service companies in the U.S. Our West Chester, OH team serves customers across automation, motion control, and fluid handling with deep technical expertise and a strong service culture. Learn more about OTC here: About Us | OTC Industrial Technologies OTC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, se