B2B Customer Service Manager — SAP & Data-Driven Ops

Rust-Oleum; Vernon Hills (IL); Vor Ort; USD 86.000 - 102.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Life insurance

Disability insurance

401(k) plan

Stock purchases

Vacation and holidays

Parental leave

Zusammenfassung

Rust-Oleum is seeking an experienced Customer Service Manager in Vernon Hills to lead our B2B Customer Service, Returns, and Order Entry teams. You will be accountable for service performance, on-time order processing, issue resolution, and employee engagement in a fast-paced environment.

The ideal candidate has progressive leadership experience in complex service operations, hands-on SAP knowledge, and a track record of turning data into practical actions that improve customer experience and

Qualifikationen

• 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.

Aufgaben

• Lead the Customer Service, Returns, and Order Entry teams to meet goals.
• Oversee inbound contacts, order-related inquiries, issue resolution, and escalations.
• Ensure timely and accurate order processing and related transactions.
• Develop operational metrics, analyze data, identify root causes and improvement opportunities.
• Coach and develop employees; conduct evaluations.
• Plan scheduling, timekeeping, attendance to meet demand.
• Partner with Supply Chain, Distribution, Product Management, Sales, IT to resolve issues.
• Drive continuous improvement and adoption of new processes.

Kenntnisse

Leadership

Analytical skills

SAP knowledge

Data-driven decisions

Ausbildung

Bachelor's degree

Tools

SAP S/4HANA

Jobbeschreibung

Rust-Oleum is seeking an experienced Customer Service Manager in Vernon Hills to lead our B2B Customer Service, Returns, and Order Entry teams. You will be accountable for service performance, on-time order processing, issue resolution, and employee engagement in a fast-paced environment.

The ideal candidate has progressive leadership experience in complex service operations, hands-on SAP knowledge, and a track record of turning data into practical actions that improve customer experience and