Dealer Support (Customer Service) Manager

Mai Placement • Newark, NJ

9h • $120,000 - $150,000 • Onsite

About The Position

This is a hands-on leadership role responsible for transforming dealer support into a proactive, metrics-driven, process-focused operation. You will lead the internal service team, improve workflows, strengthen cross-department alignment, and own dealer satisfaction across order entry, issue resolution, and communication. Success in this role means creating structure, increasing accountability, improving response times, and scaling service delivery without sacrificing quality.

Requirements

• 3+ years leading dealer or B2B customer support within a product-based business
• Experience in manufacturing, building materials, cabinetry, appliances, or home improvement
• Proven track record improving service operations using KPIs and structured processes
• Hands-on leadership style with strong coaching and accountability skills
• Comfortable managing high-volume order environments
• Experience working cross-functionally with Sales, Production, Shipping, and Accounting
• Strong communication skills with ability to represent the company professionally

Responsibilities

• Lead, coach, and develop the Dealer Support team
• Set clear expectations tied to measurable KPIs
• Implement EOS/Traction tools or similar accountability systems
• Build a culture of ownership, urgency, and professionalism
• Oversee accurate order entry, custom configurations, and issue resolution
• Improve response time, communication clarity, and order accuracy
• Identify recurring service failures and implement root-cause solutions
• Create scalable processes to support growing dealer volume
• Partner with Sales, Production, Shipping, and Accounting to resolve issues
• Ensure seamless handoffs between departments
• Reduce friction and communication breakdowns across teams
• Own service scorecards and performance dashboards
• Use metrics to drive improvement in response times and resolution rates
• Launch dealer feedback loops and satisfaction surveys
• Introduce automation tools where appropriate to improve efficiency
• Develop structured onboarding and training programs
• Ensure team mastery of products, lead times, policies, and processes
• Conduct knowledge checks and performance reviews
• Support hiring and team development as the department scales

Benefits

• Competitive salary and bonus potential
• Medical, dental, and vision coverage
• PTO and paid holidays
• Onsite leadership role in a fast-growing environment
• Opportunity to shape and scale a national dealer support function

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed