Customer Service Manager

Toledo, OH.

The Customer Service Manager (CSM) will supervise the customer service department at Shrader Tire and Oil. Along with their leadership role, the CSM will also play an active role in the department, interacting with customers and supporting the STO Sales force on a daily basis. Position reports to the Sales Manager.

Essential Duties:

  • Manages a staff of customer service representatives (CSR’s) and ensures that customers are retained, satisfied, and that their needs are fulfilled.
  • Ensures key leadership functions and communications with staff are handled in a timely manner. This includes Monday Am review, weekly schedules into TLO, regular department meetings (monthly), approval of timecards in TLO, and reviews.
  • Represents the Customer Service Department during company-wide meetings such as managers meeting, sales meetings, office meetings, and annual strategic planning meeting.
  • Responsible for training of CSR’s, including initial training, mentoring, and continuous development.
  • Participates during interview and selection process for new hires.
  • Serves as a leader and key contact person for Customer Service Department. First point of contact for issues that arise within the department as well as issues external to the department.


External Customer Service:

  • Applies knowledge of organization, products (tires, oil, parts, chemicals, etc.), services, and policies to provide a variety of customer services by telephone, email, fax, and personal contacts.
  • Provides pricing, delivery information and processes orders.
  • Resolves customer questions, complaints and requests, involving policy interpretation, order processing, deliveries, etc.
  • Processes adjustments in orders and billing.
  • Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
  • Recommends changes to products or services to fulfill customer needs.



  • Organizes and directs proactive telemarketing efforts focusing on prospects, house accounts, national accounts, and existing customers.
  • Designs and Manages system of proactively calling on customers for seasonal purchases.
  • Ensures CSR’s are using purchasing history to proactively ask for additional orders during sales call.


Knowledge, Skills, and Abilities:

  • Technical knowledge of STO Product offerings, including tires, lubricants, parts, chemicals, and other ancillary products.
  • Position is full-time, exempt classification (E1) with projected hours of 8 Am to 5pm, Monday-Friday, with additional hours as needed.
  • Customer service focus with positive attitudes. Will set the pace and tone for the department, with internal and external customer service as a priority.


If you have a good work history and are serious about advancing your career, this is a great opportunity for you. Please fill out our brief application below and a Shrader Representative will contact you shortly.


All STO Locations are drug free, requiring pre-employment, post-offer drug tests. Additionally, we will conduct criminal background checks and driving record verifications. Equal Employment Opportunity has been and continues to be both policy and practice at Shrader Tire and Oil. The Company provides equal employment opportunity to all employees and applicants, without regard to age, race, creed, color, religion, national origin, sex, disability, veteran status, marital status, sexual orientation, or any other protected status in accordance with applicable federal, state, and local laws. This policy governs all areas of employment with the Company, including recruiting, hiring, training, assignments, promotions, compensation, benefits, and discipline.