Customer Service Manager

  • Location
    Lyndhurst, New Jersey
  • Job type
  • Category
    Call Center & Customer Service - Customer Service

 

Adecco Search is currently recruiting qualified candidates for a direct hire Customer Service Manager role in Lyndhurst, NJ for our client, a very reputable global manufacturing company.

Reporting to the VP of Supply Chain, the Customer Service Manager (CSM) will lead the team who will advocate for the Customer in the day-to-day operations of the Customer Service Department.  The CSM will operate cross functionally, interacting with all internal departments, as well as an extensive set of brokers, and Customers.  The CSM will drive accountability within the organization, ensuring that the Customer’s voice is heard throughout

This is a full-time position, generally scheduled weekdays. Not a remote position.

 

Responsibilities for the direct hire Customer Service Manager role in Lyndhurst, NJ include:

 

Essential functions.

 

  1. Responsible for the overall management of Customer Service processes and functions
  2. Act as CSR for key National Accounts
  3. Responsible for overseeing 2-3 Customer Service Representatives
  4. Develop and Deliver Feedback on Performance Objectives for subordinates
  5. Establish and maintain professional standards for the department, including proper Customer/broker interactions as well as internal communications and relations.
  6. Work across departments to make sure proper order follow is maintained and that orders are progressing properly towards invoicing
  7. Work collaboratively with Sales Leadership to guarantee that agreed Customer requirements are fully understood
  8. Work collaboratively with Logistics and Inventory Planning to make sure agreed Customer requirements are met and that any projected service failures are communicated in advance
  9. Drive efficiently and accountability within the department and with brokers by working with the Supply Chain Analyst to develop and publish specific KPIs relative to target performance
  10. Emphasize and ensure data integrity within the OM module
  11. Work with both upstream and downstream partners to develop and implement new processes that will allow for FULL ENABLEMENT of the Sales and Distribution Function within SAP.
  12. Act as the Primary CS Department stakeholder for the (SD) module in SAP, providing testing and certification of any proposed changes being implemented by IT.
  13. Observe, analyze, suggest, and oversee implementation of process/system changes that will have a positive impact on Risk, Service, and Cost.
  14. Assist in preparing information relating to various requests by Leadership
  15. Collaboratively work with other department heads and peers to consistently set the tone and drive a culture of true customer focus
  16. Various other duties as assigned- Always be willing to jump in and row when needed

competencies

  1. Financial Management
  2. Business Acumen
  3. People Management
  4. Team Alignment and Development
  5. Crisis Management
  6. Communication Proficiency- De-escalation
  7. Ethical Conduct
  8. Performance Management
  9. Problem Solving/Analysis
  10. Technical Capacity.- SAP (CM)- Advanced Level

supervisory responsibility

       This position has supervisory responsibilities.

work environment

This job operates in an office setting at a desk. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Current policies allow for 1 remote workday per week.

 

physical demands

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

 

Required education and experience.

  1. 5+ Years of Customer Service Experience in CPG- MUST HAVE CPG AND SAP EXP!
  2. 5+ Years SAP (SD) Module Experience
  3. 5+ Years People Management Experience
  4. Basic familiarity with Common EDI Transaction Sets and how they are used in connecting to SAP
  5. Proven track record of identifying opportunities and risks. This includes the ability to analyze data and big picture opportunities.
  6. Excellent Organization Skills
  7. Highly Proficient with MS Office (Intermediate to Advanced Excel Skills)
  8. Strong communication and management skills
  9. Solid technical, analytical, and problem-solving skills
  10. Highly knowledgeable of Customer Service and communication techniques to manage difficult situations
  11. Must be process driven and possess a natural appetite for data
  12. Ability to work independently as well as effectively work within a team setting
  13. Self-starter- Immediate Supervisor is regularly out of the office.

preferred education and experience

  1. Bilingual in Italian/English a plus
  2. Above CPG and SAP Experience achieved congruently is a plus
  3. BS/BBA Preferred, but not required
  4. Extensive EDI (customer set-up) knowledge a plus but not required.

 

If you meet the above qualifications and would like to apply for this position, please click APPLY NOW and upload your most current resume or you may email your resume to our Search Manager, Aaron Schick at, aaron.schick@adeccona.com Please add Customer Service on the subject line of any e-mail correspondence. Questions regarding this position can be addressed by emailing or calling me directly at 719-820-7747. Thank you in advance for applying, however, only qualified candidates will be contacted.

 

The Adecco Group is a Fortune Global 500 company and the global leader in Human Resource Solutions. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your Professional Career. For great opportunities near you, go to www.adeccousa.com today!

 

Equal Opportunity Employer/Veterans/Disabled. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.adeccousa.com/candidate-privacy/. The Company will consider qualified applicants with arrest and conviction records.

 



Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adeccousa.com/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records

  • Apply with Adecco

Reference number US_EN_99_027398_1989758