Wholesale Customer Service Manager

Horizon Hobby; Champaign (IL); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA/FSA options

Disability insurance

Life Insurance

401(k) with company match

Paid Time Off

Paid Holidays

Product Discounts

Job summary

Horizon Hobby in Champaign, IL is seeking a Wholesale Experience Team Manager to lead the day-to-day operations of the Experience Team and ensure fast, professional, and caring handling of partner inquiries. You will analyze partner feedback and drive improvements to loyalty and satisfaction.

This full-time, on-site role supports a Monday–Friday 8am–5pm schedule with a base pay range of $50,000–$60,000 and potential bonus eligibility.

Qualifications

• 5+ years in a customer service supervisory role.
• Excellent communication, interpersonal and leadership skills.
• Creative problem-solving to turn challenges into lasting solutions.
• Results-driven with strategies that improve partner satisfaction.
• Hands-on experience with customer service platforms (Zendesk/Salesforce/Freshdesk).
• Solid knowledge of customer service best practices and trends.

Responsibilities

• Lead the Experience Team and manage day-to-day operations.
• Monitor partner feedback and satisfaction metrics to drive improvements.
• Coach and mentor team members for service excellence and growth.
• Design and implement processes to raise consistency and efficiency.
• Collaborate with other departments to align initiatives with business goals.
• Serve as escalation point for complex partner issues and decisions.
• Maintain accurate records and report on interactions and team performance.
• Conduct regular performance evaluations and provide constructive feedback.

Skills

Leadership

Communication

Problem solving

Results oriented

Technical fluency

Industry knowledge

Adaptability

Motivator

Tools

Zendesk

Salesforce

Freshdesk

Job description

At Horizon Hobby, we inspire dreams and help build memories! Our company is the leader in the global Radio Control industry, celebrating 40 years in 2025! We offer tremendous opportunities for growth and development and a full array of benefits including discounts on our products! We are currently hiring for a Wholesale Experience Team Manager!

This is a full-time, on-site position at our Champaign, IL location. Working hours are Monday-Friday 8am-5pm.

Typical pay for this position is $50,000-$60,000. The final offer for this position will be based on the unique experience and qualifications of the candidate selected. This position may also be eligible for a bonus not included in the base pay range.

We believe that exceptional customer experiences are the heartbeat of long-term business partnerships. Our mission is to empower our B2B clients with solutions that not only meet their needs but anticipate them, helping them grow, innovate, and thrive. We value curiosity, empathy, and a relentless drive to improve. Every interaction is an opportunity to strengthen trust and deliver measurable impact.

As our Wholesale Experience Team Manager, you’ll be the architect of our retail partner journey. You’ll work across teams to design seamless, value driven experiences that will help our retail partners feel valued and ultimately lead to their success. Your strategies will deepen client loyalty, and your leadership will ensure every touchpoint reflects our commitment to excellence.

Key Responsibilities

• Lead a high-impact team - Own the day-to-day operations of the Experience Team, ensuring every retail partner inquiry, issue, and complaint is resolved quickly, professionally, and with genuine care
• Turn insights into action - Monitor and analyze retail partner feedback and satisfaction metrics, spot trends before they become problems, and design strategies that measurably improve the retail partner experience
• Grow your team's talent - Coach and mentor team members, helping them build the skills and confidence to deliver exceptional service and advance their own careers
• Shape how we operate - Design and implement processes that raise the bar for consistency, efficiency, and service quality across the team
• Be a cross functional partner - Work closely with other departments to align Experience Team initiatives with broader business goals, ensuring your work has visibility and impact company wide
• Own the tough calls - Serve as the go to escalation point for complex partner issues, bringing sound judgment and a steady hand to resolve them alongside your team
• Drive with data - Maintain clear, accurate records and report on retail partner interactions, team performance, and satisfaction trends to guide smart decision-making
• Invest in people - Conduct regular performance evaluations and deliver feedback that helps team members grow, stretch, and thrive in their role

Qualifications

• Proven leadership 5+ years in a customer service supervisory role, with a track record of managing and motivating teams to hit their potential
• Standout communication Excellent communication, interpersonal, and leadership skills that build trust with retail partners and team members alike
• Creative problem-solving Strong analytical instincts and the creativity to turn tricky challenges into smart, lasting solutions
• A results-driven mindset Demonstrated success developing and implementing strategies that move the needle on partner satisfaction
• Technical fluency Hands on experience with customer service platforms like Zendesk, Salesforce, or Freshdesk
• Industry know how Solid grasp of customer service best practices and emerging trends, with an eye toward what's next
• Comfort with pace and change Thrives in a fast-paced, dynamic environment where priorities shift and no two days look the same
• A natural motivator A track record of energizing teams, driving engagement, and getting the best out of the people you lead

Benefits & Other Perks

• Medical, Dental, Vision
• HSA and FSA options
• Short-Term and Long-Term Disability Insurance
• Life Insurance and Supplemental Life Insurance
• 401(k) with a company match
• Paid Time Off
• Paid Holidays
• Internal Rewards
• Discounts on Products
• Additional Coverage such as accident, critical, hospital and pet insurance

Horizon Hobby is a progressive, innovative company and, as such, is constantly reevaluating and reinventing the processes and procedures associated with each job. The essential duties and responsibilities of this position may change at any time. In addition, employees may be asked to work on special projects or to assist with other work necessary or important to the operation of Horizon. Your cooperation and assistance in performing such additional work is expected and appreciated.

Horizon Hobby, LLC is an equal opportunity and E-Verify employer