Assistant Manager, Customer Service B2B

We are seeking a proactive detail-oriented Assistant Manger Customer Service to join our growing team.

The Assistant Manager of B2B Customer Service plays a key leadership role in supporting and managing the day-to-day operations of a team of Customer Service Specialists. This position will streamline operations by ensuring the timely and accurate processing of orders resolution of inventory and in-stock issues strategic allocation of product and smooth transition flow of large orders to warehouse and shipping teams according to customer-driven timelines.

This role is ideal for someone who thrives in a fast-paced multi-functional environment. This role is the lead point of contact for managing high-value and complex customer accounts ensuring superior service and building strong customer relationships. The Assistant Manager will constantly seek process improvements identify root causes of problems and drive cross-functional solutions in collaboration with Sales Finance and Operations

The ideal candidate is detail-oriented customer-focused and capable of balancing multiple priorities while delivering results that improve customer satisfaction and company performance.

Duties and Responsibilities

• Oversee daily inbound order flow and ensure accuracy and timeliness.
• Process and manage EDI (Electronic Data Interchange) procedures.
• Oversee the full order lifecycle - from entry to warehouse - for high-value complex accounts.
• Communicate with customers via phone and email to resolve inquiries manage expectations and provide solutions.
• Correspond with factory representatives to coordinate product availability and order fulfillment.
• Lead and manage return process procedures and employees assigned to those tasks.
• Identify root causes of recurring issues and lead initiatives to improve internal processes.
• Resolve complex customer service issues by coordinating with Sales Operations and Finance teams.
• Maintain and manage new customer account establishment processes
• Prepare and analyze customer reports to support account management and company objectives.
• Serve as the acting leader of the department when the Customer Service Manager is out of office.
• Serve as primary liaison for large key customer accounts ensuring high-value relationships are effectively supported.
• Identify opportunities to increase revenue with customers and strengthen business partnerships.
• Analyze data across ERP systems and other business tools to identify process improvements and enhance company performance.
• Exercise authority to make necessary department-related decisions.
• Support coach and mentor customer service team members to drive performance and professional development.

Qualifications

• Bachelors degree in Business Administration Supply Chain or related field preferred; equivalent experience will be considered.
• 3 years of customer service experience with at least 1-2 years in a supervisory or lead role.
• Strong experience working with ERP systems and analyzing data from multiple sources.
• Excellent problem-solving skills with the ability to identify root causes and implement effective solutions.
• Exceptional interpersonal and communication skills both written and verbal.
• Proven ability to manage complex high-value accounts and build strong customer relationships.
• Strong organizational skills with the ability to manage multiple priorities under tight deadlines.
• Experience working cross-functionally with Sales Finance Operations and HR.
• Knowledge of EDI order management freight claims and returns processes preferred.

Key Competencies

• Leadership & Team Development
• Customer-Centric Mindset
• Data Analysis & ERP Proficiency
• Process Improvement & Efficiency
• Cross-Functional Collaboration
• Critical Thinking & Problem Solving
• Strong Decision-Making Skills

Employment with Umarex USA is contingent upon the successful completion of a background check and pre-employment drug screening.

Required Experience:

Manager