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Customer Service Manager
Job
Robert Half
Fairfield, CA (In Person)
Full-Time
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Job Description
We are looking for an experienced Customer Service Manager to lead a high-performing customer service team in Fairfield, New Jersey. This role is responsible for elevating the customer experience, strengthening day-to-day service operations, and building effective partnerships across the organization. The ideal candidate brings a hands-on leadership style, sound judgment, and a commitment to continuous improvement in a manufacturing environment.
Responsibilities:
- Lead the daily work of the customer service function, ensuring coverage, accountability, and dependable service delivery across all customer touchpoints.
- Assign priorities across the team, review performance outcomes, and take timely action to keep response quality and service standards on track.
- Coach, mentor, and develop representatives through regular feedback, structured training, and ongoing support that improves engagement and retention.
- Manage complex customer matters and escalated concerns, guiding issues through to resolution while protecting a positive customer experience.
- Analyze recurring service challenges and customer feedback to identify root causes and introduce preventive solutions.
- Refine support processes and workflows to improve efficiency, accuracy, and overall service quality.
- Monitor operational measures such as responsiveness, resolution effectiveness, and customer satisfaction, and share results with leadership.
- Work closely with operations, sales, and other internal partners to align service efforts with broader business goals.
- Maintain reliable documentation of customer communications, case activity, and service-related data within company systems.