Dealer Support (Customer Service) Manager

Newark, DE - USA

Monthly Salary: $ 120000 - 150000

Posted on: 23 hours ago

Vacancies: 1 Vacancy

Job Summary

Dealer Support (Customer Service) Manager

Newark NJ Full Time Onsite
$120000$150000

Must-Haves

3 years leading dealer or B2B customer support within a product-based business
Experience in manufacturing building materials cabinetry appliances or home improvement
Proven track record improving service operations using KPIs and structured processes
Hands-on leadership style with strong coaching and accountability skills
Comfortable managing high-volume order environments
Experience working cross-functionally with Sales Production Shipping and Accounting
Strong communication skills with ability to represent the company professionally

Company Overview

We are a fast-growing manufacturer and distributor of high-demand design-focused home improvement products. Our dealer network spans nationwide and we are known for premium quality backed by strong service.

As we scale we are investing in leadership to elevate and professionalize our dealer support function.

Position Overview

This is a hands-on leadership role responsible for transforming dealer support into a proactive metrics-driven process-focused operation.

You will lead the internal service team improve workflows strengthen cross-department alignment and own dealer satisfaction across order entry issue resolution and communication.

Success in this role means creating structure increasing accountability improving response times and scaling service delivery without sacrificing quality.

Key Responsibilities

Leadership & Accountability

Lead coach and develop the Dealer Support team
Set clear expectations tied to measurable KPIs
Implement EOS/Traction tools or similar accountability systems
Build a culture of ownership urgency and professionalism

Operational Excellence

Oversee accurate order entry custom configurations and issue resolution
Improve response time communication clarity and order accuracy
Identify recurring service failures and implement root-cause solutions
Create scalable processes to support growing dealer volume

Cross-Functional Collaboration

Partner with Sales Production Shipping and Accounting to resolve issues
Ensure seamless handoffs between departments
Reduce friction and communication breakdowns across teams

Data & Continuous Improvement

Own service scorecards and performance dashboards
Use metrics to drive improvement in response times and resolution rates
Launch dealer feedback loops and satisfaction surveys
Introduce automation tools where appropriate to improve efficiency

Training & Development

Develop structured onboarding and training programs
Ensure team mastery of products lead times policies and processes
Conduct knowledge checks and performance reviews
Support hiring and team development as the department scales

The Ideal Candidate

You have worked in environments where customer service intersects with physical product delivery and supply chain complexity.

You understand that B2B dealer support is not just answering tickets it requires process ownership operational discipline and proactive communication.

You are comfortable in high-volume environments and enjoy building systems that prevent problems before they escalate.

What Success Looks Like

Faster response and resolution times
Fewer order errors and escalations
Improved dealer satisfaction scores
Stronger cross-functional coordination
A structured accountable high-performing support team

Benefits

Competitive salary and bonus potential
Medical dental and vision coverage
PTO and paid holidays
Onsite leadership role in a fast-growing environment
Opportunity to shape and scale a national dealer support function

This is an exciting opportunity to take ownership of a critical department and elevate the dealer experience at scale.

If you are ready to build structure drive accountability and lead a high-impact service function we would love to hear from you.

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Required Experience:

Manager

Dealer Support (Customer Service) ManagerNewark NJ Full Time Onsite$120000$150000Must-Haves 3 years leading dealer or B2B customer support within a product-based business Experience in manufacturing building materials cabinetry appliances or home improvement Proven track record improving service o...