Dealer Support (Customer Service) Manager

Dealer Support (Customer Service) Manager

Passaic, NJ | Full Time | Onsite
$120,000–$150,000

Hours: 8AM-5PM EST

Description / Position Overview

This role owns the performance and effectiveness of the internal dealer support operation, ensuring dealers receive fast, accurate, and professional service across ordering, product support, and issue resolution.

The Dealer Support Manager leads the internal service team responsible for supporting a national dealer network. The role focuses on team leadership, operational coordination, and continuous improvement of service delivery. Success requires strong accountability, cross-functional coordination with sales and operations, and the ability to improve response speed, order accuracy, and dealer satisfaction.

Requirements

• Experience leading customer support, dealer service, or client success teams
• Strong operational communication and cross-department coordination skills
• Ability to manage performance using KPIs and operational scorecards
• Experience working in manufacturing, building materials, home improvement, or similar operational environments preferred
• Ability to coach, develop, and hold team members accountable for performance
• Strong problem-solving capability and ability to manage high-volume service environments
• Experience working in fast-paced operational teams supporting sales and production

Responsibilities

Team Leadership & Performance

• Lead and develop the dealer support team responsible for servicing dealer accounts
• Establish performance expectations, accountability systems, and coaching practices
• Monitor team performance through service KPIs including response time and resolution speed
• Hire, onboard, and develop team members to strengthen service capability

Dealer Support Operations

• Oversee accurate entry of dealer orders and coordination with internal departments
• Ensure dealer questions, service issues, and order problems are resolved quickly and professionally
• Maintain high service standards across communication, response time, and problem resolution
• Improve service workflows to increase order accuracy and operational efficiency

Cross-Functional Coordination

• Partner with Sales, Production, and Operations teams to resolve dealer issues
• Ensure internal teams have visibility into dealer needs and operational challenges
• Support alignment between service teams and operational execution

Training & Continuous Improvement

• Develop and deliver product and operational training for the support team
• Implement feedback loops and dealer surveys to identify recurring issues
• Use operational data and scorecards to improve service processes and team performance

Must-Haves

• Experience managing customer support or dealer service teams
• Strong leadership capability with a focus on coaching and accountability
• Experience working with KPIs, operational metrics, and performance scorecards
• Ability to coordinate across multiple departments in an operational environment
• Strong communication and problem-resolution skills

Final Invitation to Apply

If you are a service leader who thrives on building strong teams, improving operational performance, and strengthening customer relationships, this role offers the opportunity to lead a critical support function that directly impacts dealer satisfaction and business growth.

Email Resume: Joel@maiplacement.com
Apply Online:

https://jobs.crelate.com/portal/maiplacement/job/jzbyodojunqwjx5ficb37zztio

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