Customer Service Manager, Mendham

Looking for your next leadership challenge?
An international industrial company operating in
regulated markets
is looking for a
Customer Service Manager
to lead its customer service operations and support continued business growth.
This position plays a key role in ensuring high-quality customer support, operational efficiency, and compliance within a regulated distribution environment.
The role combines
team leadership, operational oversight, and process improvement
responsibilities.
This is both a
strategic and hands-on
role requiring strong leadership skills, operational mindset, and the ability to collaborate across multiple departments.
Scope of the Role
The
Customer Service Manager
is responsible for leading the customer service team in delivering high-quality service and operational support to customers across international markets.
The role includes oversight of:
Purchase order processing
Customer returns management
Delivery schedule communication
Service issue resolution
Compliance with traceability and quality requirements
You will collaborate closely with
operations, logistics, sales, and quality/regulatory teams
to ensure customer satisfaction, documentation accuracy, and operational excellence.
Key Responsibilities
Team Leadership & Performance
Lead, coach, and develop the customer service team
Drive performance, accountability, and continuous improvement
Support team development and training initiatives
Order & Customer Operations
Oversee customer purchase order processing ensuring accuracy and timely fulfillment
Coordinate with logistics and warehouse teams on shipments, backorders, and priorities
Manage customer communications regarding deliveries and order status
Returns & Issue Resolution
Manage the Return Material Authorization (RMA) process end-to-end
Track returns, approvals, and resolutions
Ensure root cause analysis and continuous improvement feedback loops
Compliance & Quality
Ensure customer service activities comply with quality system requirements and internal procedures
Maintain documentation and support audit readiness
Ensure traceability and regulatory compliance in customer interactions
Reporting & Continuous Improvement
Monitor service KPIs (order accuracy, response times, return cycle time, etc.)
Prepare performance reports for leadership
Identify process improvement opportunities and implement best practices
Systems & Process Management
Support implementation and optimization of ERP/CRM tools
Develop and maintain SOPs, work instructions, and training documentation
Represent customer needs in cross-functional projects and improvement initiatives
Profile
Education
Bachelors degree in
Business Administration
,
Supply Chain
, or related field
Experience
Minimum
5 years of experience
in customer service within
regulated or industrial environments
At least
2 years in a supervisory or managerial role
Experience in
distribution, manufacturing, or regulated industries
is strongly preferred
Technical Skills
Experience with
ERP systems
(SAP, NetSuite, Oracle or equivalent)
Strong
Excel
skills
Knowledge of regulated distribution environments is an advantage
Familiarity with quality systems and continuous improvement methodologies is a plus
Soft Skills
Strong leadership and team management capabilities
Excellent communication and stakeholder management skills
Problem-solving and conflict resolution abilities
Ability to manage multiple priorities in a fast-paced environment
Change management mindset and continuous improvement orientation
Why Join?
International and dynamic industrial environment
Leadership role with high visibility
Strategic and operational responsibilities
Opportunity to drive process improvements and team development
Growing organization with long-term opportunities
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Interested in learning more?
Apply directly by sending your CV.
We will provide you with additional information about the company and the position.