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.
- Ensure accurate inventory control, including cycle counts, reconciliation, and support for internal and external audits.
Facilities Management & Maintenance
- 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.
- Partner with facility and maintenance vendors as needed to address repairs, upkeep, and operational improvements.
Leadership & Team Development
- 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.
- Utilize bilingual communication skills to support, engage, and develop a diverse workforce.
Qualifications & Education
- 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.
- Experience with continuous improvement methodologies (e.g., Lean, process improvement) is a plus.
Skills & Competencies
- 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.
- Comfortable balancing strategic oversight with hands-on execution.
Physical Requirements
- Ability to stand, walk, bend, and lift up to 30 lbs as part of daily warehouse activity.
Desired Characteristics
- 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.
