What are the responsibilities and job description for the Customer Service Manager position at Penn Engineering?
About the Role
Heyco, a PennEngineering company is seeking an experienced Customer Service Manager with manufacturing experience to lead our Customer Service Department and ensure an exceptional experience for all customers. This position plays a key role in maintaining customer satisfaction, supporting sales objectives, and driving continuous improvement across service operations.
This position is on-site at our Toms River facility. Hybrid work may be available after training and successful performance in the role.
Key Responsibilities
- Lead, develop, and motivate the Customer Service team to deliver excellent customer support and meet company goals.
- Oversee daily department operations, ensuring timely, knowledgeable, and efficient responses to all customer inquiries.
- Establish and monitor performance standards to achieve service excellence.
- Investigate and resolve complex customer issues, complaints, and claims.
- Collaborate cross-functionally with Shipping, Engineering, and Production teams to ensure on-time delivery and issue resolution.
- Develop and implement policies and procedures to improve efficiency and service quality.
- Provide feedback to management regarding customer concerns and propose solutions for improvement.
- Manage Distributor Programs including stock rotation and co-op advertising.
- Quote prices and terms, prepare sales contracts, and ensure proper approvals.
- Ensure all team members receive proper training and development opportunities.
Qualifications:
Qualifications
- High school diploma or equivalent; post-secondary education preferred.
- Minimum of 5 years of customer service experience in a manufacturing environment.
- Prior leadership or supervisory experience required.
- Proficient in Microsoft Office Suite (Excel, Outlook, Word).
- Strong communication, problem-solving, and organizational skills.
- Ability to work collaboratively across departments in a fast-paced environment.
- Relocation assistance is not available for this position; local candidates are preferred.
Work Environment
This role is primarily office-based with regular communication across departments. Occasional time on the production floor may be required—proper PPE must be worn at all times.
Heyco Products is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.