Assistant Customer Service Manager - #1398177

We are seeking a highly motivated Customer Service Assistant Manager to lead and support the Perma Pure Group's portfolio of medical device products in our Lakewood, NJ manufacturing facility. The ideal candidate will be responsible for ensuring accurate order entry, excellent customer communication and satisfaction, developing service policies, training staff, and resolving customer issues efficiently. This role requires strong leadership, problem-solving skills, cross functional collaboration, and a passion for delivering exceptional customer experiences.

Key Responsibilities

• Team Leadership & Management:
• Supervise, train, and mentor customer service representatives.
• Set performance goals and conduct regular team evaluations.
• Foster a positive and productive work environment.
• Customer Support & Issue Resolution:
• Handle complex customer complaints and escalate issues when necessary.
• Ensure customer inquiries are addressed promptly and professionally.
• Develop and implement strategies to improve customer satisfaction.
• Process Improvement & Performance Monitoring:
• Analyze customer service metrics (e.g., response time, customer satisfaction).
• Identify areas for improvement and implement best practices.
• Optimize workflows to enhance efficiency and service quality.
• Policy Development & Compliance:
• Create and update customer service policies and procedures.
• Ensure compliance with company policies and industry standards.
• Train employees on policies and customer service techniques.
• Collaboration & Communication:
• Work closely with other departments (e.g., Sales, Marketing, Product Development) to align customer service with business goals.
• Provide reports and insights to senior management on customer service performance.
• Gather and analyze customer feedback to drive improvements.
  
  

Qualifications & Skills

• Bachelor's degree in business administration, communications, or a related field (preferred).
• Proven experience in customer service management or supervisory role.
• Strong leadership and team management abilities.
• Excellent problem-solving and decision-making skills.
• Exceptional communication and interpersonal skills.
• Proficiency in customer service software.
• Ability to handle high-pressure situations with professionalism.
  
  

Preferred Qualifications

• Experience in fast-paced customer service in a manufacturing environment desired.
• Knowledge of Sage, Expandable, Q-Pulse, Master Control, Merchant Solutions, CRM systems and data analysis tools.
• Strong conflict resolution and negotiation skills.
  
  

Work Environment & Schedule

• Full-time position
• 4 days on site required
• Hours: 8:30am - 5:00pm