Customer Service Manager

Who Are We?

JP Mascaro & Sons is a locally owned and operated private family-owned company who has been experiencing record growth and success. In 1964, it started with one truck. We have grown into one of the largest, most successful fully integrated solid waste companies serving the mid-Atlantic area. We started with a business plan 1964 that remains unchanged today: serve your customers well, treat your employees as family, and work hard. 

Come Join Our Family!

Our Lehigh Valley Division, located in Allentown, PA, is currently searching for a Customer Service Manager due to HUGE growth!  

What You Will Do:

• Provide direct supervision and support to (2) Residential Customer Service Specialists and (1) Commercial Customer Service Specialist.
• Schedule and manage time off requests for direct reports; ensure coverage of all key duties during any absences.
• Fill in and perform duties of direct reports as necessary to maintain continuity of operations.
• Assist in answering phones and responding to customer inquiries.
• Develop, implement, and monitor service and dispatch procedures to ensure accurate scheduling, timely resolution and documentation of service issues, and high customer satisfaction.
• Analyze route efficiency, service metrics, and customer feedback to identify trends, opportunities, and operational improvements.
• Support customer service teams during peak hours, staff absences, or emergency situations.
• Oversee training and development for direct reports, ensuring knowledge of safety procedures, software, and customer service best practices.
• Serve as the escalation point for complex or unresolved customer service and dispatch issues.
• Prepare and review daily, weekly, and monthly reports related to productivity, service failures, route completion, and customer contacts.
• Collaborate with Route Supervisors and Operations Management to ensure all routes are covered, efficient, and executed with minimal service interruptions.
• Manage documentation, reporting, and compliance related to safety, accidents, service complaints, and route deviations.
• Conduct regular audits of work orders, missed pickup logs, service tickets, and dispatch accuracy.
• Lead weekly team meetings to review performance, share updates, and address challenges.
• Participate in hiring decisions, performance evaluations, and disciplinary actions for direct reports.
• Participate in Saturday rotations and be available on weekends as needed for operational coverage.
• Other special projects or duties as assigned

You Have/Are:

• Must be at least 18 years of age. 
• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 3+ years of experience in dispatch, customer service, or logistics in a transportation, hauling, or related industry.
• 1+ year of supervisory experience preferred.
• Strong interpersonal, organizational, and leadership skills.
• Proficient with routing and dispatch software, Microsoft Office Suite, and customer management systems.
• Ability to work independently in a fast-paced, high-pressure environment.
• Excellent verbal and written communication skills.

You Might Have:

• Experience in a solutions and service industry or transportation industry.