Customer Service & Operations Manager
2 days ago
Edison
Customer Service & Operations Manager Location: Edison, NJ (On-site) Employment Type: Full-Time Salary Range: $110,000 – $125,000 annually (commensurate with experience) About the Role The Customer Service & Operations Manager is a hands-on leadership position responsible for overseeing warehouse customer service, daily operations, third-party logistics (3PL) coordination, and overall facility management. This role ensures seamless day-to-day warehouse operations, outstanding internal and external customer experiences, and a safe, clean, and well-maintained facility. The ideal candidate is bilingual in English and Spanish, has strong experience in 3PL environments, and is comfortable leading diverse teams in a fast-paced warehouse setting. Key Responsibilities Warehouse Operations & Customer Service • Oversee daily warehouse activities including receiving, storage, order picking, packing, routing, and shipping to meet service and fulfillment targets., • Manage customer service activities related to orders, shipment status, inventory discrepancies, damages, and escalations., • Serve as the primary liaison between internal stakeholders and the 3PL warehouse partner, ensuring adherence to SLAs, KPIs, and service expectations., • Monitor performance metrics and drive continuous improvement initiatives to enhance efficiency and accuracy., • Collaborate cross-functionally with Operations, Transportation, Inventory, Sales, and Customer Care teams., • Conduct and support regular facility walk-throughs to ensure compliance with safety, cleanliness, and operational standards., • Ensure the warehouse facility remains clean, organized, safe, and fully operational., • Supervise, coach, and mentor warehouse and customer service staff to achieve performance and development goals., • Manage staffing levels, scheduling, and labor planning to meet fluctuating operational demands., • Maintain a visible, hands-on presence on the warehouse floor to support the team and operations., • High school diploma or equivalent required; associate or bachelor’s degree preferred., • Bilingual in English and Spanish (speaking, reading, and writing) strongly preferred., • 3–5 years of experience managing operations in a 3PL warehouse environment with responsibility for teams of 10+ staff., • Proven experience in warehouse operations, customer service, facilities, or logistics management., • Previous people management and/or vendor management experience strongly preferred., • Working knowledge of WMS/ERP systems, warehouse processes, building systems, and safety standards., • Proficiency in Microsoft Office and operational reporting tools., • Strong leadership, coaching, and communication skills., • Customer-focused mindset with strong analytical and problem-solving abilities., • Effective vendor and 3PL relationship management capabilities., • Highly organized, adaptable, and detail-oriented., • Demonstrates honesty, integrity, and accountability; actions and decisions are consistent and transparent., • Acts as a true ambassador for the organization and its brands, with a strong sense of responsibility and professionalism., • Self-motivated and able to creatively solve problems in a fast-paced environment., • Curious and eager to learn; consistently seeks to understand processes and improve them., • Accountable for both results and the methods used to achieve them., • Flexible and adaptable; open to new ideas, challenges, and change.