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.

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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.

• 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 trade shows as needed.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…