Customer Service Manager
Job Location:
New Brighton, NJ - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
JOB PURPOSE:
The Customer Success Manager is responsible for leading and developing the Customer Success and Sales Support teams while driving operational excellence customer experience cross-functional collaboration and continuous improvement initiatives across the organization.
This role serves as a strategic partner to Sales Operations Logistics Quality Finance and customer stakeholders to ensure successful customer onboarding effective account execution and exceptional service throughout the customer lifecycle. The Customer Success Manager oversees daily team operations while leading process improvement efforts systems optimization performance measurement and organizational alignment initiatives that support scalable growth operational efficiency and long-term customer success.
ESSENTIAL JOB DUTIES:
- Team leadership and development - lead coach and develop Customer Success and Sales Support team members to support company goals and customer expectations.
- Customer success - oversee strategic customer onboarding initiatives for new and existing accounts ensuring the coordination of cross-functional onboarding efforts between multiple departments.
- Sales support operations - oversee accuracy and efficiency of quotes orders bid packages and customer account support while supporting team members in resolving customer production inventory and operational issues.
- Process improvement and systems optimization - lead continuous improvement initiatives focused on operational efficiency communication scalability and customer experience.
- Cross-functional leadership - serve as a key liaison between multiple departments while facilitating alignment and communication to ensure customer commitments and operational priorities are executed successfully.
- Reporting metrics and business insights - develop and maintain operational and customer performance reporting KPIs dashboards and visibility tools. Analyze and present trends related to workload customer onboarding delivery performance and operational execution utilizing data to identify improvement opportunities and support strategic decision-making.
JOB QUALIFICATIONS:
Education & Experience Minimum Requirements:
- Bachelors degree in Business or related field Or a combination of equivalent experience and education.
- 5 years of experience in customer operations sales support customer success business operations or related field with at least 2 years of experience leading a team.
- Experience leading cross-functional projects and process improvement initiatives preferred as well as advanced Microsoft Office proficiency. CRM and MS database (HubSpot) experience is a plus.
SKILLS AND COMPETENCIES:
- Strong leadership coaching and team development skills
- Exceptional communication and relationship-building abilities
- Strategic thinker with strong operational execution skills
- Ability to manage multiple priorities and shifting business demands
- Strong process improvement and organizational skills
- Data-driven mindset with analytical and problem-solving capabilities
- Ability to influence and drive alignment across departments
- Customer-focused with strong sense of urgency and accountability
- Comfortable leading change and navigating ambiguity
- High attention to detail and commitment to operational excellence
- Demonstrates professionalism sound judgment confidentiality and discretion
- Positive collaborative proactive approach with strong follow-through
Occasional national or international travel may be required.
Bell Lumber & Pole is an equal opportunity employer.
Bell Lumber & Pole is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.
This applies to all employment practices within our organization including hiring recruiting promotion termination layoff recall leave of absence compensation benefits training and apprenticeship. Bell makes hiring decisions based solely on qualifications merit and business needs at the time.
Bell is committed to working with and providingreasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please call or send an e-mail to and let us know the nature of your request and your contact information.
For additional detail you can read through our EEO Policy.
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Required Experience:
Manager
About Company
Bell provides wood poles and engineered structures for utilities and telecom. Custom glulam products for mass timber. And buys timber from woodlands owners.
