Customer Service Lead

Top Job

Located in Union, NJ

 

Customer Service Lead

Location: Union, NJ
Job Type: Full-Time | Onsite

Position Overview

A growing manufacturing and distribution company in Union, NJ is seeking an experienced Customer Service Lead to manage day-to-day customer service operations while remaining hands-on with order entry and customer communication. This role blends leadership and execution, ensuring accurate order processing, responsive customer support, and strong coordination across production, logistics, sales, and accounting teams.

The ideal candidate is a detail-oriented, customer-focused professional who leads by example and thrives in a fast-paced environment.

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Key Responsibilities

Customer Order Management

• Enter and process customer purchase orders accurately within the ERP system (e.g., ERPNext, NetSuite, SAP, or similar)

• Verify pricing, product codes, quantities, and shipping details prior to order confirmation

• Track open orders, backorders, and shipments to keep customers informed

• Coordinate closely with Production and Shipping teams to meet delivery schedules

• Handle order revisions, substitutions, credits, and adjustments as needed

Customer Communication

• Serve as the primary point of contact for key customer accounts

• Respond promptly to customer inquiries, sample requests, and order status updates

• Proactively communicate delays, inventory issues, or product changes

• Maintain professional, clear, and customer-focused communication at all times

Team Leadership

• Oversee daily workflow and priorities for the customer service team

• Review and approve order entries to ensure accuracy and completeness

• Train, coach, and provide feedback to maintain consistent service quality

• Act as the escalation point for complex or sensitive customer issues

Process & System Management

• Maintain and update standard operating procedures (SOPs) for order handling and communication

• Partner with IT or ERP administrators to troubleshoot system issues and implement improvements

• Track and report key performance metrics such as order accuracy, response times, and customer satisfaction

• Identify and recommend process improvements to increase efficiency and reduce errors

Cross-Department Coordination

• Collaborate with Production, Shipping, R&D, Sales, and Accounting to ensure seamless order flow

• Support Accounting with invoice verification, credits, and payment-related follow-ups

• Assist Sales with customer documentation, product setup, and expectation management

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Qualifications

• 3–5 years of experience in customer service, order management, or account support within manufacturing, food production, or distribution environments

• Hands-on experience entering and managing orders in an ERP system (ERPNext, NetSuite, SAP, or similar)

• Strong attention to detail with high accuracy in pricing, product codes, and documentation

• Excellent written and verbal communication skills

• Ability to manage multiple priorities in a fast-paced environment

• Prior leadership or supervisory experience preferred

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Key Traits

• Hands-on leader who leads by example

• Highly organized and detail-oriented

• Calm, professional, and confident communicator

• Proactive problem-solver with a strong customer-first mindset

 

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