Customer Service & Order Management Manager

ADP, Inc.; Manalapan Township (NJ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

Paid Holidays

401(k) Plan with company match

Life Insurance

Performance Reviews

EAP

Referral Bonus Program

Company Lunches

Job summary

Merola Tile is seeking an experienced Customer Service & Order Management Manager to lead a high-volume team supporting B2B customers. You will oversee inbound calls, emails, order entry, EDI, and escalations while building a reliable daily operating discipline across locations.

The ideal candidate has 5+ years in customer service/order management with 2+ years of direct supervision, and a track record of improving processes, quality, and staffing.

Qualifications

• Five+ years in Customer Service/order management or related roles.
• Minimum 2 years direct people supervision and coaching.
• Experience building daily operating discipline, quality controls, and accountability.
• Experience coordinating with Sales, Warehouse, Accounting, Product, IT.
• Experience with ERP/WMS/EDI/API/CRM and order workflows.
• Strong written and verbal communication, organization, and problem solving.
• Experience in wholesale, distribution, tile/flooring, or e-commerce preferred.
• Authorized to work in the United States without sponsorship.

Responsibilities

• Plan and lead daily customer service operations across multiple locations.
• Assign work with clear ownership and escalation expectations.
• Monitor workload and productivity to meet commitments and adjust as needed.
• Audit customer communications, orders, credits, returns, and system transactions.
• Maintain regular operating rhythms: daily kickoff, queue reviews, weekly scorecards.
• Manage attendance, schedules, cross-training, and surge support.
• Coach and develop staff; maintain training records and development plans.
• Escalate employment matters with documentation and accountability.
• Coordinate cross-functional handoffs with Sales, Warehouse, IT and others.
• Maintain Salesforce/CRM discipline and current SOPs and templates.
• Use data and root-cause analysis to improve service and processes.
• Develop capability in first-year by refining KPIs and cross-functional improvements.

Skills

Communication

Analytical ability

Problem solving

Organizational skills

Leadership

Tools

Salesforce

ERP

WMS

EDI/API

CRM/Salesforce

Job description

Customer Service & Order Management Manager

Full Time Management Manalapan Township, NJ, US

11 days ago Requisition ID: 1153

Salary Range: $80,000.00 To $100,000.00 Annually

Pay:$80,000.00 - $100,000.00 per year

JoinMerola Tile, a leader in the ceramic tile industry. We are seeking an experiencedCustomer Service & Order Management Manager to lead a high-volume customer service team supporting B2B customers. This role oversees daily inbound calls, email inquiries, order entry and processing, EDI transactions, customer escalations, and team performance.

The ideal candidate has experience leading a customer service or contact center team in a distribution, manufacturing, wholesale, or order-management environment. This is not a retail or hospitality customer service management position.

TheCustomer Service & Order Management Manager is a hands-on, build-and-stabilize leadership role responsible for creating dependable daily control across Customer Service. From day one, this person owns staffing and coverage, work assignment, quality and quantity assurance, training, coaching, documentation, accountability, and exception closure across locations and channels.

• Plan and lead daily Customer Service operations across New Jersey, California, and other assigned locations, including telephone, email, chat, orders, portals/EDI, complaints, returns, credits, and open customer commitments.
• Assign work with clear ownership, priorities, due times, quality and quantity standards, decision authority, and escalation expectations.
• Assure accurate and on-time completion by monitoring workload, backlog, aging, productivity, quality, and customer commitments; reallocate or elevate before commitments are missed.
• Inspect quality through defined audits of customer communications, orders, documentation, credits, returns, and system transactions; retain evidence and close corrective actions.
• Run a consistent operating rhythm including daily kickoff, queue and exception reviews, end-of-day closure, weekly scorecards, coaching, training, staffing, and capacity reviews.
• Manage attendance, schedules, coverage, cross-training, backup plans, and surge support within approved authority.
• Train, qualify, coach, recognize, and correct employees; maintain role standards, training records, documented coaching, and development plans.
• Own routine accountability for attendance, conduct, productivity, quality, and recurring performance gaps, escalating formal employment matters with complete documentation.
• Control customer and operational exceptions through closure and coordinate cross-functional handoffs with Sales, Warehouse, Accounting, Product, Digital Commerce, Operations, Inventory, and IT.
• Maintain Salesforce/CRM discipline and current SOPs, checklists, templates, training materials, reason codes, and escalation guides.
• Use performance data and root-cause analysis to improve service, reduce rework and aging, strengthen processes, and recommend staffing, capacity, technology, and system improvements.
• During the first year, develop Level 3.1 capability by refining KPIs, leading at least one cross-functional process improvement, developing Lead/backup coverage, and building a sustainable Customer Experience operating system.

Other Duties

• Stay current on operational trends, compliance requirements, and best practices.
• Provide timely, fact-based reporting on results, risks, trends, open commitments, customer issues, and resource needs.
• Support recruiting, onboarding, performance evaluations, succession planning, and employee progression.
• Perform other duties and improvement work consistent with the responsibilities of the position.
• Project Management - Organizes work, priorities, deadlines, resources, and follow-through to achieve dependable results.
• Delegation - Assigns clear ownership, standards, authority, due times, and escalation expectations while retaining supervisory accountability.
• Analytical - Uses facts, measures, trends, and root-cause analysis to identify risks and drive corrective action.
• Managing People - Sets expectations, coaches performance, documents outcomes, develops capability, and applies fair accountability.
• Quality Management - Builds and uses standards, audits, controls, and corrective actions to improve accuracy and consistency.

Requirements

• Five or more years of progressive Customer Service, order management, distribution support, or closely related experience.
• At least two years of formal direct people-supervision experience, including work assignment, measurement, coaching, documentation, attendance, and performance accountability.
• Demonstrated experience building or materially improving daily operating discipline, quality controls, quantity measures, training, and accountability.
• Experience managing customer/order work across multiple channels and coordinating with Sales, Warehouse, Accounting, Product, Operations, Inventory, and IT.
• Experience with ERP, WMS, EDI/API, CRM/Salesforce, partner portals, email/chat, reporting, and order/service workflows.
• Strong written and verbal communication, organization, analytical ability, judgment, problem solving, and follow-through.
• Experience in wholesale, distribution, building materials, tile/flooring, e-commerce, marketplace, or another process-driven environment preferred.
• Authorized to work in the United States without company sponsorship and able to travel between company locations as business needs require.

Physical Demands

Regularly stand/sit for extended periods, operate office equipment, perform light to moderate lifting, lift/move up to 15 lbs occasionally, bend, twist, and maintain proper posture. Reasonable accommodation may be made for qualified individuals with disabilities to perform the essential functions of the role in accordance with applicable laws.

Work is regularly performed in a warehouse and manufacturing environment where temperatures may be extreme, with exposure to dust, odors, noise, and fumes. Noise levels are typically moderate. Employees may also be exposed to chemicals and cleaning agents on a daily basis.

• Medical, Vision, and Dental Insurance
• 9 Annual Paid Holidays (including New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
• Paid Time Off — earned and accrued from your first day with the company
• 401(k) Plan with company match (eligibility after 1 month)
• Employer-Paid Life Insurance
• Performance Reviews after 90 days and annually
• Quarterly Company Goals — opportunity to earn up to 4 weeks of additional bonus pay annually
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
• Weekly Company Lunches
• Company Culture Events — BBQs, Ugly Sweater Day, T-shirt making, Halloween contests, and more