B2B Customer Service Manager — Data-Driven Operations Lead

Rust-Oleum Corporation; Vernon Hills (IL); On-site; USD 86,000 - 102,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability insurance

Business travel insurance

Flexible spending accounts

Employee Assistance Program

Stock purchases

Vacation and parental leave

Holidays and vacation days

401(k) plan

Job summary

Rust-Oleum Corporation in Vernon Hills seeks an experienced Customer Service Manager to lead our B2B service, returns, and order entry operations. You will drive performance, ensure timely order processing, resolve issues, and develop the team with hands-on SAP knowledge.

The ideal candidate has 5+ years of people management in complex customer service, strong data-driven decision skills, and proven ability to coach, adapt processes, and partner across Supply Chain, Sales, IT, and Product

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.
• Previous SAP experience, including working with customer orders and related service transactions.
• Strong analytical skills with demonstrated experience using data, KPIs, and operational reporting to identify trends and guide decisions.
• Proven ability to lead, coach, and develop employees while driving accountability and measurable results.
• Experience managing customer escalations, conflict resolution, and cross-functional problem solving.
• Excellent written and verbal communication skills, with the ability to communicate clearly with employees, customers, and business partners.
• Strong business acumen, attention to detail, organization, and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, particularly Excel, and experience with call center or customer contact technology.
• Experience leading employees through process, system, or organizational change.

Responsibilities

• Lead team performance: 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.
• Manage B2B service operations: Oversee inbound customer contacts, order-related inquiries, issue resolution, and escalations while maintaining a professional and customer-focused approach.
• Ensure accurate, timely order processing: Monitor workflow and remove barriers to the on-time and accurate processing of customer orders, returns, and related transactions.
• Use data to drive decisions: Develop, monitor, and communicate operational metrics and trends. Analyze call, order, backlog, quality, and service data to identify root causes, risks, and improvement opportunities.
• Coach and develop employees: Provide regular feedback, coaching, and development. Complete performance evaluations and hold employees accountable for expectations and results.
• Manage workforce needs: Oversee scheduling, workload coverage, timekeeping, and attendance compliance to support customer demand and business priorities.
• Hire and onboard talent: Participate in recruiting and selection, lead effective onboarding, and ensure new employees are trained on systems, processes, and service standards.
• Maintain training and procedures: Create, update, and reinforce training materials, standard work, policies, and procedures to improve consistency and knowledge retention.
• Partner cross-functionally: Work closely with Supply Chain, Distribution, Product Management, Sales, IT, and other business partners to resolve issues, communicate customer needs, and implement process improvements.
• Lead continuous improvement: Identify opportunities to simplify work, improve service levels, strengthen controls, and increase efficiency through process, system, and reporting improvements.
• Strengthen employee engagement: Maintain regular communication, recognize contributions, address concerns, and support employee growth and retention.
• Build alignment across teams: Create consistency across Customer Service, Order Entry, and Returns through clear expectations, strong communication, and shared ownership of customer and operational outcomes.
• Lead change and technology adoption: Guide employees through system, process, and organizational changes while reinforcing communication, training, adoption, and accountability.

Skills

Analytical skills

Leadership

Communication

Business acumen

Education

Bachelor's degree or equivalent

Tools

SAP

Microsoft Excel

Job description

Rust-Oleum Corporation in Vernon Hills seeks an experienced Customer Service Manager to lead our B2B service, returns, and order entry operations. You will drive performance, ensure timely order processing, resolve issues, and develop the team with hands-on SAP knowledge.

The ideal candidate has 5+ years of people management in complex customer service, strong data-driven decision skills, and proven ability to coach, adapt processes, and partner across Supply Chain, Sales, IT, and Product