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Customer Service Supervisor

Fairfield, NJ 07004

Job Function: Customer Service Job Number: 404403

Job Description

JSG, a professional search firm is seeking an experienced & strategic Customer Service Team Leader Manager to lead a remote customer service team and ensure best in class customer service delivery. The ideal candidate will be customer obsessed, have strong leadership skills, and a proven track record of implementing excellent customer service strategies and creating elevated customer experiences. Most importantly, we are looking for a leader who will be responsible for inspiring the team and has a proven track record of identifying & elevating individual strengths to collectively build a world-class, strong performing team.
This position is based in the Fairfield, NJ corporate location.
Responsibilities:
  • Oversee daily operations of the customer service team, ensuring efficient and effective resolution of customer inquiries and issues, including:
    • Order Entry
    • Invoicing
    • Timely Order Delivery
  • Train, mentor, and supervise customer service representatives, providing ongoing coaching and feedback to enhance performance. Actively work on development plans for each team member.
  • Develop, implement and consistently optimize customer service policies and procedures to drive customer satisfaction and retention.
  • Monitor customer service metrics and KPIs, analyzing data to identify trends and areas for improvement. Proactively identify high volume timeframes based on historical events, and plan team resource needs.
  • Collaborate with other departments to streamline processes and enhance the overall customer experience. Monitor customer feedback and sentiment, leveraging data analytics to measure and track the effectiveness of the customer care team. Identify opportunities for improvement and provide recommendations to leadership on team resource needs.
  • Handle escalated customer complaints and inquiries, resolving issues promptly and effectively.
  • Develop and maintain positive relationships with key customers, acting as a primary point of contact for escalations and feedback.
  • Support the end-to-end supply chain mission and strategy.
  • Oversee critical accounts, ensuring customer requirements are fulfilled and expectations exceeded.
  • Work cross-functionally with production teams across all locations ensure customer orders are executed accurately and meet customer commitments.
  • Conduct research and gather insights to understand customer needs, preferences, and pain points.
  • Serve as a key liaison between the company and its customers, representing the voice of the customer in strategic decision-making processes.
  • Oversee key daily Customer Service tasks
  • Hire team members, train/develop them, and evaluate performance
  • Builds strong and cohesive relationships, promotes teamwork, and resolves conflict among customer service staff
  • Escalation resource for customer complaint and order issue investigations and resolutions
  • Develops and maintains thorough knowledge of EDI portals and other order processing/handling tools. and acts as a main resource for customer service staff
  • Remains knowledgeable and up to date on product changes and developments
  • Continually builds good customer relations
  • Other duties may be assigned from time to time by the manager
Education, Qualities and Skills Required:
  • Bachelor's degree in business administration, supply chain, or related field (preferred).
  • Proven experience with 2+ years of experience in a customer service management role, with a track record of success in delivering exceptional customer experiences & leading teams.
  • Strong leadership and interpersonal skills, with the ability to motivate and inspire a hybrid team.
  • Excellent communication with all levels of the organization and problem-solving abilities.
  • Proficiency in CRM software, salesforce a plus.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Excellent analytical skills, with the ability to interpret data and insights to inform decision-making.
  • Strong project management skills, with the ability to manage multiple initiatives simultaneously.
  • Strong written and verbal communication skills (English)
  • Solid work ethic, ability to multi-task,
  • Ability to provide constructive and disciplinary feedback to team members
  • Approachable, pleasant, and focused attitude. Results-oriented professional who respects and values team members
  • Proficiency with Microsoft Office, and EDI processes and portal tools
  • Passion for delivering exceptional customer experiences and a commitment to continuous improvement.
  • Highly strategic and entrepreneurial with a growth-driven mindset.
  • Proven track record of training and managing remote or hybrid teams.
  • Proactively identify growth trends to determine ongoing team resource needs as well as identify and implement new standard operating procedures.
Supervisory Responsibility:
This position has direct report responsibility.

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Position Type/Expected Hours of Work:
This is a full-time salaried position, and hours of work and days are Monday through Friday. Expectations of 45 hours per week, to be worked during normal business hours. This position is a hybrid position, based in Fairfield, NJ.


The above statements are intended to describe the general nature of the work and may not include all the duties required of the position. 
Physical Requirements:
The physical requirements of this position are similar to those found in an office position and include standing/sitting for extended periods of time, operating traditional office equipment, i.e., computer, printer, etc, and the ability to safely walk to, from and around the warehouse on even walking surfaces.  This role will be often exposed to temperatures between 33-50 degrees Fahrenheit.


** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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About Fairfield, NJ

Unlock your future in Fairfield, New Jersey! Explore our exciting job opportunities in this vibrant and growing community. Nestled in Essex County, Fairfield offers a perfect blend of suburban charm and urban convenience. With close proximity to New York City attractions and landmarks like the High Line and Central Park, as well as local treasures such as the Paper Mill Playhouse and Montclair Art Museum, this area is a paradise for culture enthusiasts. Indulge in delectable cuisines from popular eateries or unwind in the serene beauty of Eagle Rock Reservation. Join our team and discover why Fairfield is the ideal place to flourish in your career!