Customer Service Manager

$120,000-$160,000

Newark, NJ

This role drives team development, improves service delivery and strengthens relationships with internal and external partners.

Key responsibilities

• Lead and coach the Dealer Support team, using EOS/Traction tools to drive accountability and performance.
• Ensure team understanding of products and core business operations (shipping, production, accounting).
• Oversee accurate custom order entry and prompt resolution of dealer issues.
• Improve dealer satisfaction by ensuring fast, professional, and clear communication.
• Collaborate with Sales, Production, and other departments to resolve issues and streamline service.
• Use scorecard data to improve key areas like response time and order accuracy.
• Develop and deliver product training, including knowledge checks to reinforce learning.
• Support team growth through coaching, development planning, and smart hiring decisions.
• Launch dealer surveys and feedback loops to identify and fix recurring issues.

Qualifications

• 3+ years in customer service or support leadership, preferably in manufacturing or home improvement.
• Strong team leadership and communication skills.
• Ability to coach and hold team members accountable.
• Comfort with KPIs and data to guide improvements.
• Experience working cross-functionally in a fast-paced environment.
• Familiarity with EOS is a plus.