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PennEngineering® · 5 hours ago

Customer Service Manager

Toms River, NJ

Full-time

Hybrid

Senior Level

5+ years exp

PennEngineering is seeking an experienced Customer Service Manager with manufacturing experience to lead their Customer Service Department and ensure an exceptional experience for all customers. This role is crucial for maintaining customer satisfaction, supporting sales objectives, and driving continuous improvement across service operations.

Industrial Engineering

Growth Opportunities

Hiring Manager

Jenelle Mattson, PHR

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

Qualification

Customer service experienceLeadership experienceMicrosoft Office SuiteProblem-solving skillsCommunication skillsOrganizational skillsCollaborative skills

Required

High school diploma or equivalent

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

Preferred

Post-secondary education preferred

Local candidates are preferred

Company

PennEngineering®

Since our founding in 1942, PennEngineering® has grown to become the premier engineered fastening, installation and wire protection resource worldwide.

Founded in 1942

Danboro, Pennsylvania, USA

1001-5000 employees