Customer Service Manager

Join Merola Tile , a leader in the ceramic tile industry. We are seeking a dynamic and self-motivated Customer Service & Experience Manager to lead and elevate our customer service teams across both coasts. This leader will inspire excellence through initiative, integrity, and accountability — building a high-performing team that delivers exceptional results. The ideal candidate will take ownership of optimizing our customer service operations, enhancing processes, and developing people to deliver a world-class customer experience . This is a hands-on leadership role for someone who thrives on improvement, drives collaboration, and brings out the best in every team member.

The Customer Experience Manager serves as both a hands-on contributor and a strategic leader who leads, inspires, and elevates the Customer Service Department by driving process excellence, ensuring timely and accurate resolution of all customer matters, and developing a high-performing, engaged team. This role demands a leader who can both execute and empower — someone with strong analytical thinking, a passion for improvement, and exceptional people skills to transform a team in need of upskilling and alignment.

Operational Management

• Oversee and assist in all daily Customer Service operations for both New Jersey and California facilities, ensuring consistent execution of company standards and policies.
• Delegate tasks strategically while maintaining full accountability for departmental outcomes.
• Ensure adherence to requirements, shipping policies, and all relevant operational guidelines.
• Manage and monitor EDI, ERP, WMS, and partner portal systems to ensure accuracy and timeliness of all orders and communications.
• Collaborate cross-functionally with Warehouse Leadership, Accounting, Sales, Product, and other stakeholders to ensure smooth operational flow and prompt issue resolution.

Process Improvement & Issue Resolution

• Evaluate and refine existing departmental processes, identifying inefficiencies and opportunities for improvement.
• Lead the development and implementation of new workflows and best practices that enhance productivity, accuracy, and customer satisfaction.
• Establish and track key performance indicators (KPIs) to monitor departmental effectiveness and proactively address performance gaps.
• Drive root-cause analysis and corrective action for recurring issues to ensure long-term resolution.
• Partner with leadership to recommend, pilot, and execute process improvement initiatives that align with companywide strategic objectives.

Customer & Partner Engagement

• Handle escalated customer matters with professionalism, urgency, and empathy—ensuring thorough resolution and follow-up.
• Serve as the escalation point for the Customer Service team, guiding them in effective communication and solution-oriented problem-solving.
• Build and maintain strong relationships with key customers, trading partners, and internal stakeholders.
• Champion a customer-first mindset across the team, reinforcing responsiveness, accuracy, and accountability.

Leadership & People Development

• Lead, mentor, and develop the Customer Service team across both facilities, cultivating a unified, high-performance culture.
• Provide hands-on mentorship to the department’s current supervisor, strengthening leadership capability and operational confidence.
• Conduct regular one-on-one meetings, team check-ins, and performance evaluations to drive accountability and engagement.
• Identify skill gaps and design targeted training and coaching initiatives to upskill the team rapidly and sustainably.
• Foster a culture rooted in professionalism, ownership, and continuous learning.

Physical Requirements:

Regularly stand/sit for extended periods, operate office equipment, perform light-moderate lifting, lift/move up to 35 lbs. occasionally, bend, twist, and maintain posture. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Qualifications and Education Requirements

• Associate’s degree required; Bachelor’s degree preferred.
• Minimum 5 years of experience in Customer Service or related field, with at least 2 years in a leadership capacity.
• Strong proficiency in Microsoft Office (Word, Excel) and familiarity with ERP, WMS, and EDI systems.
• Proven success in process improvement, team development, and customer satisfaction.
• Experience with a CRM system and implementation
• Excellent organizational, multitasking, and decision-making skills in a fast-paced environment.

REQUIRED SKILLS

• Excellent communication skills; written and verbal.
• Positive, motivating leadership style with high emotional intelligence.
• Strong critical-thinking and problem-solving ability.
• Patient, professional, and resilient under pressure.
• High attention to detail and commitment to accuracy.
• Strategic mindset with a “can-do” approach to challenges.
• Experience in the tile, stone, flooring, or related materials industry, preferred

Competencies

Leadership -- Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback; Fosters quality focus in others; Improves processes, products and services;

Business Acumen --Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Judgment -- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision- making process; Makes timely decisions. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Accountability -- Take ownership and accept responsibility of actions, Set the bar high and acknowledge all levels of performance from self and others, Document lessons and commit to fair and consistent correctio of sub-standard work performance

Change Management —Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results

Dependability-- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Cost Consciousness --Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Additional Notes : Must be authorized to work in the United States.

Benefits:

• Medical, Vision, and Dental Insurance
• 9 Annual Paid Holidays (including New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
• Paid Time Off — earned and accrued from your first day with the company
• 401(k) Plan with company match (eligibility after 1 month)
• Employer-Paid Life Insurance
• Performance Reviews after 90 days and annually
• Quarterly Company Goals — opportunity to earn up to 4 weeks of additional bonus pay annually
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Employee Discount on tile after 6 months
• Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
• Weekly Company Lunches
• Company Culture Events — BBQs, Ugly Sweater Day, T-shirt making, Halloween contests, and more
• Fun, Friendly, Family-Like Environment