Job Description
Job Description
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
- Bachelor's 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.
Job Posted by ApplicantPro