CS007
Located in Kenilworth, NJ
Job Full Description
The Customer Service Lead manages day-to-day customer service operations while remaining
directly involved in order entry and customer communication. This role combines leadership with
hands-on execution — ensuring accurate order processing, timely responses, and smooth
coordination between customers, production, logistics, and accounting teams.
Customer Order Management
? Enter and process customer purchase orders accurately in the ERP system (e.g.,
ERPNext).
? Verify pricing, product codes, and shipping details before confirming orders.
? Track open orders, backorders, and shipments to keep customers fully informed.
? Coordinate with Production and Shipping teams to align schedules and meet delivery
commitments.
? Handle revisions, substitutions, or credit memos as needed.
Customer Communication
? Serve as the main point of contact for key customer accounts.
? Respond promptly to inquiries, sample requests, and order status updates.
? Proactively notify customers of any delays, product changes, or inventory issues.
? Maintain clear, professional, and friendly communication at all times.
Team Leadership
? Oversee the daily workflow for the customer service team and ensure balanced
workloads.
? Review and approve order entries for accuracy and completeness.
? Provide training, guidance, and feedback to ensure consistent service quality.
? Serve as the escalation point for complex or sensitive customer issues.
Process & System Management
? Maintain and update standard operating procedures for order handling and
communication.
? Collaborate with IT/ERP administrators to resolve system issues or roll out improvements.
? Track and report key metrics such as order accuracy, response time, and customer
satisfaction.
? Recommend process improvements to enhance efficiency and minimize errors.
Cross-Department Coordination
? Work closely with Production, Shipping, R&D;, and Accounting to ensure seamless order
flow.
? Assist Accounting with invoice verification, credits, and payment follow-ups.
? Support Sales with customer documentation, product setups, and expectation
management.
Qualifications
• 3–5 years of customer service or order management experience in manufacturing, food,
or distribution.
• Experience entering and managing orders in an ERP system (ERPNext, NetSuite, SAP,
etc.).
• Strong attention to detail with excellent accuracy in product codes, pricing, and
documentation.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Prior leadership or supervisory experience preferred.
Key Traits
• Hands-on leader — leads by example.
• Highly organized and detail-oriented.
• Calm, professional communicator.
• Proactive problem-solver with a customer-first mindset
Elizabeth-Union, NJ
3359
1767 Morris Avenue
Suite 304
Union, NJ 07083
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