Customer Service Manager

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.

Qualifications:

• At least 3 years of experience leading or managing customer service teams, preferably within a fast-paced business setting.
• Demonstrated success in supervising staff, setting expectations, and improving individual and team performance.
• Strong judgment and problem-solving ability, with the confidence to make sound decisions in challenging situations.
• Clear verbal and written communication skills with the ability to work effectively across departments.
• Experience using customer service or CRM platforms such as Salesforce, Zendesk, or similar systems.
• Ability to organize competing priorities, manage workflow effectively, and deliver consistent results.
• Background in call center support, customer account coordination, scheduling, or related service operations is highly valued.

Compensation

$80,000.00-$95,000.00 Yearly

About Us

TalentMatch^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use and Privacy Notice.