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Robert Half Logo Robert Half · Customer Service

Customer Service Manager

United States, Englewood Cliffs Contract work · Job Posted June 29, 2026
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Job Description

We are looking for a Customer Service Manager to lead customer support operations for a consumer products organization in Englewood Cliffs, New Jersey. This Long-term Contract opportunity is ideal for someone who combines strong service leadership with a hands-on approach to team performance, customer engagement, and process improvement. The role partners closely with marketing leadership to strengthen the customer experience across service channels while maintaining high standards for responsiveness and issue resolution.

Job Responsibility

  • Direct day-to-day customer service activities and guide the team to deliver timely, consistent support across multiple communication channels
  • Oversee customer account inquiries, service requests, and escalated concerns to ensure issues are resolved accurately and professionally
  • Monitor service performance metrics, identify trends, and implement improvements that enhance customer satisfaction and operational efficiency
  • Coordinate scheduling and workflow priorities to maintain coverage, balance workloads, and support business needs throughout the week
  • Use platforms such as Microsoft Office and customer service systems, including Zendesk or similar tools, to track cases, document activity, and report results
  • Collaborate with marketing and cross-functional stakeholders to align customer communications with brand standards and broader business objectives
  • Support digital engagement efforts through social listening and related customer interaction tools when applicable
  • Contribute to process updates, platform enhancements, or service-related operational changes as needed to improve the support environment

Requirements

  • Proven experience managing customer service operations, preferably within the consumer products industry
  • Strong background in call center support, customer account management, and service issue resolution
  • Proficiency with Microsoft Office applications, including Excel, Word, and Outlook
  • Experience using Zendesk or a comparable customer service platform is preferred
  • Familiarity with job scheduling, workflow coordination, or dispatch-related environments is an advantage
  • Excellent communication skills with the ability to handle escalations and build positive customer relationships
  • Demonstrated ability to analyze service activity, prioritize competing demands, and lead a team effectively

Nice to have

  • Experience using Zendesk or a comparable customer service platform is preferred
  • Familiarity with job scheduling, workflow coordination, or dispatch-related environments is an advantage

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
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