Customer Service Manager

Overview Role Description The Customer Service Manager at Stone Systems is a full-time, on-site role based in Fairfield, NJ. This position oversees the daily operations of the customer service team, ensuring timely, accurate, and professional responses to inquiries, orders, and service requests. The Customer Service Manager monitors performance metrics, coaches team members, and implements process improvements to enhance the customer experience. This role collaborates closely with sales, logistics, and production teams to resolve issues, manage escalations, and maintain strong relationships with clients. The Customer Service Manager also develops and maintains service policies, trains new hires, and supports system and workflow updates to ensure consistency and efficiency. Qualifications Demonstrated experience leading customer service teams, including coaching, performance management, and workflow coordination. Strong skills in conflict resolution, escalation management, and maintaining positive, solutions-focused communication with customers and internal stakeholders. Proficiency with customer service software, CRM systems, and basic office productivity tools; ability to learn new systems quickly. Solid organizational, time management, and multitasking skills, with attention to detail and the ability to manage competing priorities. Excellent verbal and written communication skills, with the ability to communicate clearly and professionally across diverse audiences. Experience in manufacturing, construction materials, or a related industry is beneficial. Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience. Ability to work on-site in Fairfield, NJ and collaborate effectively in a team-oriented environment. #J-18808-Ljbffr Stone Systems