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Robert Half Logo Robert Half · Customer Service

Customer Service Manager

United States, Fairfield Employment contract, Contract work · Job Posted June 17, 2026
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Job Description

We are looking for an experienced Customer Service Manager to lead a high-performing customer service team in Fairfield, New Jersey. This role is responsible for elevating the customer experience, strengthening day-to-day service operations, and building effective partnerships across the organization. The ideal candidate brings a hands-on leadership style, sound judgment, and a commitment to continuous improvement in a manufacturing environment.

Job Responsibility

  • Lead the daily work of the customer service function, ensuring coverage, accountability, and dependable service delivery across all customer touchpoints
  • Assign priorities across the team, review performance outcomes, and take timely action to keep response quality and service standards on track
  • Coach, mentor, and develop representatives through regular feedback, structured training, and ongoing support that improves engagement and retention
  • Manage complex customer matters and escalated concerns, guiding issues through to resolution while protecting a positive customer experience
  • Analyze recurring service challenges and customer feedback to identify root causes and introduce preventive solutions
  • Refine support processes and workflows to improve efficiency, accuracy, and overall service quality
  • Monitor operational measures such as responsiveness, resolution effectiveness, and customer satisfaction, and share results with leadership
  • Work closely with operations, sales, and other internal partners to align service efforts with broader business goals
  • Maintain reliable documentation of customer communications, case activity, and service-related data within company systems

Requirements

  • At least 3 years of experience leading or managing customer service teams, preferably within a fast-paced business setting
  • Demonstrated success in supervising staff, setting expectations, and improving individual and team performance
  • Strong judgment and problem-solving ability, with the confidence to make sound decisions in challenging situations
  • Clear verbal and written communication skills with the ability to work effectively across departments
  • Experience using customer service or CRM platforms such as Salesforce, Zendesk, or similar systems
  • Ability to organize competing priorities, manage workflow effectively, and deliver consistent results
  • Background in call center support, customer account coordination, scheduling, or related service operations is highly valued

What we offer

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