Customer Service Manager - Industrial Distribution - Platinum Accounts

Lead the customer service operation for platinum and key accounts at Ohio Transmission & Pump in West Chester, OH. 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 YouCompetitive salary commensurate with industrial distribution leadership experienceStrategic account ownership — platinum and key customers, not a call queueReal leadership scope across one or more facilitiesMedical, dental, vision + 401(k) with 50% match up to 6%Unlimited PTO, tuition assistance, and career advancement supportWho Thrives HereB2B industrial distribution customer service or account operations backgroundProven team leader who coaches, develops, and holds the barMetrics-driven: scorecards, daily reports, and corrective action come naturallyComfortable owning ERP and CRM utilization for your teamCalm under pressure, solutions-first mindsetWhat You'll DoLead 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 prioritiesOwn 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 solutionsDrive performance:Maintain scorecards, monitor order stages, review daily reports, and take swift corrective action on pricing, freight, margin, or billing issuesPartner 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 utilizationDevelop your people:Coach, train, conduct performance and merit reviews, build bench strength, and step in to support CSR responsibilities when neededImprove continuously:Prepare and analyze operational reports, champion company policies, lead special projects, and foster a culture of process improvement and feedbackWhat You'll NeedAssociate Degree or High School Diploma with 5+ years of related experience in industrial distribution CS or account operationsProven B2B experience supporting complex products, pricing structures, key/strategic accounts, and cross-functional teamsStrong operational background: process improvement, project management, ERP experience required; Lean/5S certification or ability to obtain within 6 monthsExcellent leadership, decision-making, communication, and problem-solving skills; detail oriented with strong data entry accuracyProficient in Microsoft Office Suite (Excel, Word, Outlook, Teams); able to work independently and collaboratively in a team environmentAbility to meet physical requirements: prolonged sitting, office mobility, and occasional lifting up to 20 poundsAbout Ohio Transmission & PumpOhio 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