Customer Service & Order Operations 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

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.