Customer Service Supervisor - SAP & Ops Leader

SCHUTZ CONTAINER SYSTEMS INC; North Branch Depot (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

SCHUTZ CONTAINER SYSTEMS INC is seeking a Senior Customer Service Manager to lead a team and deliver a frictionless experience for customers. This role supports the Director of Customer Service, drives coaching, conflict resolution, and ongoing process improvement to raise service levels.

You will own the full lifecycle of customer orders, maintain master data, manage sales orders and invoicing, monitor delivery status, and collaborate with sales, operations and accounting to ensure accuracy and

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years’ experience of customer service management overseeing a group of 10 or more.
• Working knowledge of SAP.
• Must have proven leadership and management skills with ability to coach and develop.
• Manufacturing experience is highly desirable.
• Willingness to travel occasionally.
• Proactive approach and look for process improvement within the department.
• Ability to work with all levels, including senior management.

Responsibilities

• Support the Director of Customer Service; assist with conflict resolution and coaching to improve customer experience.
• Maintain accuracy of customer master, material master, and pricing data for order processing.
• Oversee sales order management: on-time confirmations, delay notifications, and invoicing accuracy.
• Manage workload distribution and coverage for open territories or absences.
• Oversee customer service mailbox and portals, ensuring efficient order and invoice processing.
• Resolve complaints and manage escalation, including credit approval processes.
• Collaborate with Sales, Operations, Accounting, and other departments to maintain strong relationships.
• Pursue continuous improvement and establish performance benchmarks.

Skills

Leadership

Communication

Conflict resolution

Coaching

Process improvement

Team management

Education

Bachelor's degree or equivalent experience

Tools

SAP

MS Office

Job description

SCHUTZ CONTAINER SYSTEMS INC is seeking a Senior Customer Service Manager to lead a team and deliver a frictionless experience for customers. This role supports the Director of Customer Service, drives coaching, conflict resolution, and ongoing process improvement to raise service levels.

You will own the full lifecycle of customer orders, maintain master data, manage sales orders and invoicing, monitor delivery status, and collaborate with sales, operations and accounting to ensure accuracy and