Merola Tile Distributors of America
Customer Experience Manager
Merola Tile Distributors of America, Monmouth Heights at Manalapan, New Jersey, United States
Overview
Join Merola Tile Distributors of America as a Customer Service & Experience Manager. This is a hands-on leadership role to lead and elevate our customer service teams across both coasts, driving process improvement, people development, and a world-class customer experience. The base pay range is $80,000.00/yr - $100,000.00/yr. Actual pay will be based on skills and experience — talk with your recruiter to learn more. Responsibilities
Operational Management: Oversee and assist in all daily Customer Service operations for both New Jersey and California facilities, ensuring consistent execution of company standards and policies; delegate tasks strategically while maintaining accountability for departmental outcomes; ensure adherence to requirements, shipping policies, and all relevant operational guidelines; manage and monitor EDI, ERP, WMS, and partner portal systems to ensure accuracy and timeliness of orders and communications; collaborate cross-functionally with Warehouse Leadership, Accounting, Sales, Product, and other stakeholders to ensure smooth operational flow and prompt issue resolution. Process Improvement & Issue Resolution: Evaluate and refine existing departmental processes; lead development and implementation of new workflows and best practices; establish and track KPIs; drive root-cause analysis and corrective action; pilot and execute process improvements; handle escalated customer matters with professionalism and empathy; serve as escalation point for the team; build and maintain relationships with key customers, trading partners, and internal stakeholders; champion a customer-first mindset. Leadership & People Development: Lead and develop the Customer Service team across both facilities; provide hands-on mentorship to the department’s current supervisor; conduct regular one-on-one meetings, team check-ins, and performance evaluations; identify skill gaps and design targeted training; foster a culture of professionalism, ownership, and continuous learning. Qualifications & Education
Minimum 5 years of experience in Customer Service or related field, with at least 2 years in a leadership capacity. Strong proficiency in Microsoft Office (Word, Excel) and familiarity with ERP, WMS, and EDI systems. Proven success in process improvement, team development, and customer satisfaction. Experience with a CRM system and implementation. Excellent organizational, multitasking, and decision-making skills in a fast-paced environment. Additional required skills: Excellent communication (written and verbal); positive, motivating leadership style with high emotional intelligence; strong critical-thinking and problem-solving ability; patient, professional, and resilient under pressure; high attention to detail and commitment to accuracy; strategic mindset with a can-do attitude; industry experience in tile, stone, flooring, or related materials (preferred). Benefits
Medical, Vision, and Dental Insurance 9 Annual Paid Holidays Paid Time Off — earned and accrued from the first day 401(k) Plan with company match Employer-Paid Life Insurance Performance Reviews after 90 days and annually Quarterly Company Goals — opportunity to earn bonus pay Employee Assistance Program (EAP) Employee Referral Bonus Program Daily refreshments and weekly company events Additional Notes
Must be authorized to work in the United States.
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Join Merola Tile Distributors of America as a Customer Service & Experience Manager. This is a hands-on leadership role to lead and elevate our customer service teams across both coasts, driving process improvement, people development, and a world-class customer experience. The base pay range is $80,000.00/yr - $100,000.00/yr. Actual pay will be based on skills and experience — talk with your recruiter to learn more. Responsibilities
Operational Management: Oversee and assist in all daily Customer Service operations for both New Jersey and California facilities, ensuring consistent execution of company standards and policies; delegate tasks strategically while maintaining accountability for departmental outcomes; ensure adherence to requirements, shipping policies, and all relevant operational guidelines; manage and monitor EDI, ERP, WMS, and partner portal systems to ensure accuracy and timeliness of orders and communications; collaborate cross-functionally with Warehouse Leadership, Accounting, Sales, Product, and other stakeholders to ensure smooth operational flow and prompt issue resolution. Process Improvement & Issue Resolution: Evaluate and refine existing departmental processes; lead development and implementation of new workflows and best practices; establish and track KPIs; drive root-cause analysis and corrective action; pilot and execute process improvements; handle escalated customer matters with professionalism and empathy; serve as escalation point for the team; build and maintain relationships with key customers, trading partners, and internal stakeholders; champion a customer-first mindset. Leadership & People Development: Lead and develop the Customer Service team across both facilities; provide hands-on mentorship to the department’s current supervisor; conduct regular one-on-one meetings, team check-ins, and performance evaluations; identify skill gaps and design targeted training; foster a culture of professionalism, ownership, and continuous learning. Qualifications & Education
Minimum 5 years of experience in Customer Service or related field, with at least 2 years in a leadership capacity. Strong proficiency in Microsoft Office (Word, Excel) and familiarity with ERP, WMS, and EDI systems. Proven success in process improvement, team development, and customer satisfaction. Experience with a CRM system and implementation. Excellent organizational, multitasking, and decision-making skills in a fast-paced environment. Additional required skills: Excellent communication (written and verbal); positive, motivating leadership style with high emotional intelligence; strong critical-thinking and problem-solving ability; patient, professional, and resilient under pressure; high attention to detail and commitment to accuracy; strategic mindset with a can-do attitude; industry experience in tile, stone, flooring, or related materials (preferred). Benefits
Medical, Vision, and Dental Insurance 9 Annual Paid Holidays Paid Time Off — earned and accrued from the first day 401(k) Plan with company match Employer-Paid Life Insurance Performance Reviews after 90 days and annually Quarterly Company Goals — opportunity to earn bonus pay Employee Assistance Program (EAP) Employee Referral Bonus Program Daily refreshments and weekly company events Additional Notes
Must be authorized to work in the United States.
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