Job Description

Our esteemed client in Middlesex County, NJ is seeking an experienced and dynamic Customer Service Manager to lead and elevate their customer service team in a fast-paced environment. This is a growth-oriented opportunity for a proactive, hands-on leader who thrives in a high-performance culture.

The ideal candidate will have 3+ years of experience in a management or supervisory seat , preferably within the distribution, logistics, or manufacturing sectors. This role requires a blend of strategic thinking, operational execution, and team leadership to deliver best-in-class customer experiences.

Key Responsibilities:

• Team Leadership: Supervise, coach, and develop a team of Customer Service Representatives to achieve individual and departmental goals.
• Performance Management: Set, monitor, and report on KPIs related to service levels, response time, customer satisfaction, and overall team efficiency.
• Process Optimization: Identify gaps and implement process improvements to drive speed, accuracy, and consistency in customer interactions.
• Customer Escalations: Act as the escalation point for complex or high-impact customer issues, ensuring swift and effective resolution.
• Cross-Functional Collaboration: Partner with Sales, Operations, and Logistics to ensure alignment and a smooth end-to-end customer experience.
• Problem Solving & Pushback: Challenge the status quo constructively, promote open communication, and foster a culture of accountability and innovation.
• Systems & Data: Leverage CRM, ERP, and/or order management systems to analyze trends, track service metrics, and inform strategic decisions.
• Training & Development: Build and execute training and performance programs to strengthen team capabilities and service excellence.

Qualifications:

• 3+ years of experience in a managerial or supervisory role within customer service.
• Background in distribution, logistics, manufacturing , or similar operational environments strongly preferred.
• Proven track record of managing KPIs, delivering performance reports, and driving process improvements.
• Strong leadership, interpersonal, and communication skills.
• Ability to lead with empathy while maintaining accountability.
• Comfortable navigating change, offering constructive feedback, and driving continuous improvement initiatives.
• Technically proficient in Microsoft Office Suite and experienced with CRM and ERP platforms such as SAP, NetSuite, Oracle , or similar.

Ascendo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability

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