Dealer Support (Customer Service) Manager

Dealer Support (Customer Service) Manager

Newark, NJ | Full Time | Onsite
$120,000–$150,000

Must-Haves

• 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

Company Overview

We are a fast-growing manufacturer and distributor of high-demand, design-focused home improvement products. Our dealer network spans nationwide, and we are known for premium quality backed by strong service.

As we scale, we are investing in leadership to elevate and professionalize our dealer support function.

Position Overview

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.

Key Responsibilities

Leadership & Accountability

• 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

Operational Excellence

• 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

Cross-Functional Collaboration

• Partner with Sales, Production, Shipping, and Accounting to resolve issues
• Ensure seamless handoffs between departments
• Reduce friction and communication breakdowns across teams

Data & Continuous Improvement

• 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

Training & Development

• 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

The Ideal Candidate

You have worked in environments where customer service intersects with physical product delivery and supply chain complexity.

You understand that B2B dealer support is not just answering tickets — it requires process ownership, operational discipline, and proactive communication.

You are comfortable in high-volume environments and enjoy building systems that prevent problems before they escalate.

What Success Looks Like

• Faster response and resolution times
• Fewer order errors and escalations
• Improved dealer satisfaction scores
• Stronger cross-functional coordination
• A structured, accountable, high-performing support team

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

This is an exciting opportunity to take ownership of a critical department and elevate the dealer experience at scale.

If you are ready to build structure, drive accountability, and lead a high-impact service function — we would love to hear from you.

Email Resume: [email protected]
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