Customer Service Manager

Position: Customer Service Manager

Position Type: Direct Hire

Location: Cedar Knolls, NJ

The Regional Customer Service Manager is responsible for monitoring and facilitating the ongoing interactions between the customer service department and the sales ,finance, IT, quality, and logistical teams, and most importantly the customers themselves.

Objectives of this Role

· Maintain a high level of support to both internal departments and external customers.

· Minimize department errors through tracking performance of customer service representatives while driving improvement indicators.

· Achieve 4 average on service metrics

What the Customer Service Supervisor is responsible for:

· Manage and oversee the daily operations of the customer service department.

· Develop and implement efficient customer service policies and procedures.

· Coordinate and communicate with other departments to resolve customer issues.

· Manage customer inquiries with sales, quality, operation, and technical teams.

· Manage sample requests from customers.

· Directly manage Key accounts and oversee accounts managed by other team members.

· Ensure that customer inquiries are resolved in a timely and effective manner.

· Conduct regular meetings to update team members on best practices and continuing expectations.

· Manage customer invoicing, follow-up, and coordination with the finance department.

· Generate regular reports and analyze data to identify trends and areas for improvement.

· Maintain a positive, empathetic, and professional attitude toward customers and team members.

· Lead continuous improvement activities to improve efficiency.

What experience we are looking for:

· Minimum 5 years of proven experience in a customer service supervisory role

· Bachelor’s degree in business administration, marketing, or a related field (preferred).

· Excellent communication, interpersonal, and presentation skills.

· Strong leadership and decision-making skills.

· Ability to multitask and manage time effectively.

· Proven working experience with SAP, SharePoint, and Microsoft tools.

· Problem-solving skills and the ability to think strategically.

· Can do attitude and a strong team player.

WorkDynamX and our client are Equal Opportunity Employers.