Assistant Manager, Customer Service B2B

Umarex USA

  • Fort Smith, AR
  • Permanent
  • Full-time
  • 11 days ago
  • Apply easily
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

Umarex USA