{"id":2204577,"url":"https://alion.io/job/rust-oleum-customer-service-manager","title":"Customer Service Manager","company":{"id":1770058,"name":"Rust-Oleum","domain":"rustoleum.com","url":"https://alion.io/company/rustoleum-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vernon Hills, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":86000,"max":102000,"currency":"USD","period":"year","gross":null,"usd_annual":102000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Rust","optional":true}],"status":"live","first_seen_at":"2026-10-09T20:59:58Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T21:30:44Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Title: Customer Service Manager\nLocation: Vernon Hills\nReports To: Director, Customer Service & Product Support\nDirect Reports: Yes\nPosition Summary:\nWe are seeking an experienced, analytical Customer Service Manager to lead our B2B Customer Service, Returns, and Order Entry operations. This leader will be accountable for service performance, timely and accurate order processing, issue resolution, workforce effectiveness, employee engagement, and the continued development of the team. The ideal candidate brings progressive leadership experience in a complex service or order-management environment, hands-on SAP knowledge, and the ability to translate data into practical actions that improve the customer experience and operational results.\nKey Responsibilities:\nLead team performance: Direct the day-to-day work of the Customer Service, Returns, and Order Entry teams, set clear priorities, and ensure department goals and service expectations are met.\n\nManage B2B service operations: Oversee inbound customer contacts, order-related inquiries, issue resolution, and escalations while maintaining a professional and customer-focused approach.\n\nEnsure accurate, timely order processing: Monitor workflow and remove barriers to the on-time and accurate processing of customer orders, returns, and related transactions.\n\nUse data to drive decisions: Develop, monitor, and communicate operational metrics and trends. Analyze call, order, backlog, quality, and service data to identify root causes, risks, and improvement opportunities.\n\nCoach and develop employees: Provide regular feedback, coaching, and development. Complete performance evaluations and hold employees accountable for expectations and results.\n\nManage workforce needs: Oversee scheduling, workload coverage, timekeeping, and attendance compliance to support customer demand and business priorities.\n\nHire and onboard talent: Participate in recruiting and selection, lead effective onboarding, and ensure new employees are trained on systems, processes, and service standards.\n\nMaintain training and procedures: Create, update, and reinforce training materials, standard work, policies, and procedures to improve consistency and knowledge retention.\n\nPartner cross-functionally: Work closely with Supply Chain, Distribution, Product Management, Sales, IT, and other business partners to resolve issues, communicate customer needs, and implement process improvements.\n\nLead continuous improvement: Identify opportunities to simplify work, improve service levels, strengthen controls, and increase efficiency through process, system, and reporting improvements.\n\nStrengthen employee engagement: Maintain regular communication, recognize contributions, address concerns, and support employee growth and retention.\n\nBuild alignment across teams: Create consistency across Customer Service, Order Entry, and Returns through clear expectations, strong communication, and shared ownership of customer and operational outcomes.\n\nLead change and technology adoption: Guide employees through system, process, and organizational changes while reinforcing communication, training, adoption, and accountability.\n\nRequired Qualifications:\nBachelor's degree or equivalent combination of education and relevant experience.\n\nMinimum of five years of people-management experience in a B2B customer service call center or similarly complex customer service operation.\n\nPrevious SAP experience, including working with customer orders and related service transactions.\n\nStrong analytical skills with demonstrated experience using data, KPIs, and operational reporting to identify trends and guide decisions.\n\nProven ability to lead, coach, and develop employees while driving accountability and measurable results.\n\nExperience managing customer escalations, conflict resolution, and cross-functional problem solving.\n\nExcellent written and verbal communication skills, with the ability to communicate clearly with employees, customers, and business partners.\n\nStrong business acumen, attention to detail, organization, and the ability to manage multiple priorities in a fast-paced environment.\n\nProficiency with Microsoft Office, particularly Excel, and experience with call center or customer contact technology.\n\nExperience leading employees through process, system, or organizational change.\n\nPreferred Qualifications:\nExperience leading teams responsible for customer service, order entry, and/or returns.\n\nExperience building dashboards, scorecards, or recurring operational reporting.\n\nBackground in a manufacturing, distribution, or consumer products environment.\n\nExperience leading process improvement, system implementation, or automation initiatives.\n\nSAP S/4HANA experience.\n\nLeadership Profile:\nBalances customer focus with operational discipline and sound business judgment.\n\nUses facts and data to understand problems, set priorities, and follow through on results.\n\nBuilds ownership within the team rather than solving every issue for employees.\n\nCreates strong partnerships across functions and communicates risks early.\n\nRemains calm, professional, and decisive when managing urgent or complex issues.\n\nLeads with consistency, approachability, and a genuine commitment to employee development.\n\nSalary Target Range: $86,000 - $102,000, bonus eligible\nFrom big benefits to small, we take care of our associates! After 30 days of employment, you will be eligible for a benefits package that includes medical, dental, life, disability and business travel insurance, flexible spending accounts, EAP, stock purchases and vacation/sick days/parental leave. We also offer a 401(k) plan after three months of employment. Associates are vested in the RPM Pension plan after completing five years of service. Rust-Oleum offers 9 paid holidays and one floating holiday per year. You are also eligible to earn three weeks of vacation on an annualized basis.\nRust-Oleum is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, or any other protected class.","description_format":"text","description_chars":6125,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Chemical Manufacturing","Kitchens, Bathrooms & Home Improvement"],"lifecycle":[{"event":"open","at":"2026-10-09T22:41:45Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 7 · green card filings: 3","filings_12m":7,"filings_prev_12m":8,"green_card_filings_12m":3,"median_offered_wage_usd":92500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":49,"reasons":["conf:2","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":102000,"is_top_pay":true},"html_url":"https://alion.io/job/rust-oleum-customer-service-manager","json_url":"https://alion.io/job/rust-oleum-customer-service-manager.json","meta":{"generated_at":"2026-10-13T23:25:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35648,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1770058},"rest":"https://alion.io/mcp/rest/get_company?id=1770058"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frust-oleum-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frust-oleum-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frust-oleum-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rust-oleum-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frust-oleum-customer-service-manager"}]}