Data-Driven B2B Service & Operations Manager

RPM SPG; Vernon Hills (IL); On-site; USD 86,000 - 102,000; Full time

Benefits offered by this job

Medical, dental, life and disability保险

401(k) after 3 months

Pension after 5 years

Stock purchases

Paid holidays and vacation

Job summary

Rust-Oleum is seeking a seasoned Customer Service Manager in Vernon Hills, IL to lead our B2B Customer Service, Returns, and Order Entry teams. You will drive service performance, accurate order processing, and issue resolution while shaping workforce effectiveness and engagement.

The ideal candidate has progressive leadership in a complex service or order-management environment, hands-on SAP knowledge, and a proven ability to translate data into practical actions that improve customer

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 operation.
• Previous SAP experience with customer orders and related service transactions.
• Strong analytical skills with data, KPIs, and reporting to guide decisions.
• Proven ability to lead, coach, and develop employees with accountability.

Responsibilities

• Direct day-to-day work of Customer Service, Returns, and Order Entry teams.
• Oversee inbound customer contacts, order inquiries, and issue resolution.
• Ensure on-time, accurate order processing and related transactions.
• Develop and monitor operational metrics; identify trends and improvements.
• Coach and develop employees; conduct performance evaluations.
• Oversee scheduling, timekeeping, and attendance to meet demand.
• Participate in recruiting, onboarding, and training on systems and processes.
• Maintain training materials and standard work for consistency.
• Partner with Supply Chain, Distribution, Product Management, Sales, IT.
• Lead continuous improvement and process enhancements.
• Strengthen employee engagement and cross-function alignment.
• Guide change and technology adoption with clear communication.

Skills

Analytical skills

Communication skills

Leadership

Data-driven decision making

Education

Bachelor's degree or equivalent

Tools

SAP

Job description

Rust-Oleum is seeking a seasoned Customer Service Manager in Vernon Hills, IL to lead our B2B Customer Service, Returns, and Order Entry teams. You will drive service performance, accurate order processing, and issue resolution while shaping workforce effectiveness and engagement.

The ideal candidate has progressive leadership in a complex service or order-management environment, hands-on SAP knowledge, and a proven ability to translate data into practical actions that improve customer