What are the responsibilities and job description for the Customer Service Manager position at Hire Point Recruiting?
Customer Service Manager
Overview
The Customer Service Manager plays a key leadership role in delivering a smooth, reliable, and high-quality customer experience. This position owns the full order-to-delivery workflow—ensuring orders are entered accurately, updates are communicated promptly, and customers receive exceptional support at every touchpoint.
Serving as the hub between customers, sales, production, and logistics, this leader ensures timelines are met, issues are resolved before they escalate, and service standards remain consistently high. The role also drives process improvements, oversees performance reporting, and strengthens the partnership between operations and sales.
This manager will guide a team of three Customer Service Specialists (two based in Vineland and one in Lakewood), fostering a culture of responsiveness, teamwork, and problem-solving.
Key Responsibilities
- Oversee daily customer service operations, ensuring accurate order entry, timely communication, and seamless coordination with production and logistics.
- Lead, coach, and develop a distributed team of Customer Service Specialists.
- Act as a primary escalation point for customer issues, identifying root causes and implementing long-term solutions.
- Partner closely with Sales to support forecasting, order prioritization, and service consistency across key accounts.
- Streamline workflows and champion system and process improvements that enhance efficiency and customer satisfaction.
- Maintain performance metrics and reporting dashboards to track service levels and drive accountability.
- Support EDI/ERP-related initiatives, troubleshooting system issues and ensuring data integrity.
Qualifications
- Bachelor's degree in Business Administration or related field.
- Demonstrated leadership in customer service, ideally within manufacturing, distribution, or a similar fast-paced, order-driven environment.
- Strong ERP and EDI system experience; comfortable navigating complex order flows.
- Skilled communicator who can build trust across departments and manage multiple priorities with ease.
- Problem-solver with a continuous improvement mindset and a collaborative leadership style.