Dealer Support (Customer Service) Manager
Job Location:
Passaic, NJ - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Dealer Support (Customer Service) Manager
Passaic NJ Full Time Onsite
$120000$150000
Hours: 8AM-5PM EST
Description / Position Overview
This role owns the performance and effectiveness of the internal dealer support operation ensuring dealers receive fast accurate and professional service across ordering product support and issue resolution.
The Dealer Support Manager leads the internal service team responsible for supporting a national dealer network. The role focuses on team leadership operational coordination and continuous improvement of service delivery. Success requires strong accountability cross-functional coordination with sales and operations and the ability to improve response speed order accuracy and dealer satisfaction.
Requirements
Experience leading customer support dealer service or client success teams
Strong operational communication and cross-department coordination skills
Ability to manage performance using KPIs and operational scorecards
Experience working in manufacturing building materials home improvement or similar operational environments preferred
Ability to coach develop and hold team members accountable for performance
Strong problem-solving capability and ability to manage high-volume service environments
Experience working in fast-paced operational teams supporting sales and production
Responsibilities
Team Leadership & Performance
Lead and develop the dealer support team responsible for servicing dealer accounts
Establish performance expectations accountability systems and coaching practices
Monitor team performance through service KPIs including response time and resolution speed
Hire onboard and develop team members to strengthen service capability
Dealer Support Operations
Oversee accurate entry of dealer orders and coordination with internal departments
Ensure dealer questions service issues and order problems are resolved quickly and professionally
Maintain high service standards across communication response time and problem resolution
Improve service workflows to increase order accuracy and operational efficiency
Cross-Functional Coordination
Partner with Sales Production and Operations teams to resolve dealer issues
Ensure internal teams have visibility into dealer needs and operational challenges
Support alignment between service teams and operational execution
Training & Continuous Improvement
Develop and deliver product and operational training for the support team
Implement feedback loops and dealer surveys to identify recurring issues
Use operational data and scorecards to improve service processes and team performance
Must-Haves
Experience managing customer support or dealer service teams
Strong leadership capability with a focus on coaching and accountability
Experience working with KPIs operational metrics and performance scorecards
Ability to coordinate across multiple departments in an operational environment
Strong communication and problem-resolution skills
Final Invitation to Apply
If you are a service leader who thrives on building strong teams improving operational performance and strengthening customer relationships this role offers the opportunity to lead a critical support function that directly impacts dealer satisfaction and business growth.
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Required Experience:
Manager
About Company
Mai Placement is an executive recruitment firm specializing in placing high-level candidates across diverse industries by leveraging industry-specific expertise and an intuitive, research-backed matching process geared toward long-term success.
