B2B Customer Service Leader | SAP & Data-Driven Ops

Guardian Protection Products; Vernon Hills (IL); On-site; USD 86,000 - 102,000; Full time

Benefits offered by this job

Medical, dental, life insurance

401(k) plan

Paid time off

Job summary

Rust-Oleum in Vernon Hills seeks a Customer Service Manager to lead our B2B service, returns, and order-entry operations. You will drive performance, ensure timely order processing, and resolve issues to enhance customer experience.

The ideal candidate has 5+ years of people-management experience in a complex service setting, SAP proficiency, and a data-driven approach to turning metrics into actions. Collaboration with Supply Chain, IT, and Sales is essential.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• Minimum of five years of people-management experience in a B2B customer service call center or similarly complex customer service operation.
• Strong analytical skills with demonstrated experience using data, KPIs, and operational reporting to identify trends and guide decisions.

Responsibilities

• Direct the day-to-day work of the Customer Service, Returns, and Order Entry teams, set clear priorities, and ensure department goals and service expectations are met.
• Oversee inbound customer contacts, order-related inquiries, issue resolution, and escalations while maintaining a professional and customer-focused approach.
• Monitor workflow and ensure on-time and accurate processing of orders, returns, and related transactions.
• Develop, monitor, and communicate operational metrics and trends; analyze data to identify root causes, risks, and opportunities.
• Provide regular coaching and development; conduct performance evaluations and drive accountability.
• Oversee scheduling, workload coverage, timekeeping, and attendance to support demand and priorities.

Skills

Leadership

People management

Analytical skills

Communication

Data-driven decisions

Education

Bachelor's degree or equivalent

Tools

SAP

Excel

MS Office

Job description

Rust-Oleum in Vernon Hills seeks a Customer Service Manager to lead our B2B service, returns, and order-entry operations. You will drive performance, ensure timely order processing, and resolve issues to enhance customer experience.

The ideal candidate has 5+ years of people-management experience in a complex service setting, SAP proficiency, and a data-driven approach to turning metrics into actions. Collaboration with Supply Chain, IT, and Sales is essential.