Our client in the linen and uniform service industry is currently seeking a Customer Service Supervisor (Office Manager) in Neptune, NJ. 

Position Summary:The Customer Service Manager will be leading a team of customer service representatives (CSRs) in an office setting. As Manager, you will ensure that the representatives are following company procedures for handling customer complaints, order placement/adjustments, product offerings, and any other customer inquiries. You will monitor incoming phone calls and emails to the customer service department, ensuring that all representatives are performing professionally and efficiently.

Schedule: Monday - Friday from 9am to 5:30pm

Duties and Responsibilities:

• Manage 4 customer service reps (CSRs) to provide the highest quality customer service and ensure compliance to company procedure
• Train CSRs to handle incoming phone calls and emails from customers, process orders, settle deliveries, make account adjustments, and process routine transactions
• Assist CSRs with daily workload, ensuring that all customers via email/phone are being answered in a timely fashion, and that all representatives are sharing the workload equitably
• Monitor calls and messages for quality assurance and training purposes
• Handle escalated or high priority customer inquiries directly when needed
• Use problem solving skills to resolve any issues as they arise
• Communicate with production, route service, and sales teams to support them in efforts to satisfy customers
• Prepare and distribute various sales and service reports in a timely and accurate manner
• Lead the department by continually coaching CSRs and making suggestions to company leadership about ways to improve customer satisfaction and retention
• Perform basic Human Resource tasks to aid various departments with HR related issues