B2B Customer Service Manager

TITLE: B2B Customer Service Manager

LOCATION: Peachtree City GA (relocation assistance)

JOB TYPE: Full time / Direct hire

Travel: ~10%

JOB DESCRIPTION:

• 5+ years of B2B customer service experience.
• Background supporting industrial, manufacturing, or technical products.
• Experience writing and enforcing SOP s.
• Exposure to parts, service scheduling, or service contract administration.
• Experience with Dynamics365, Salesforce, Taskray, or similar systems.
• Proven experience managing and developing a customer service team.
• Experience establishing and tracking customer service metrics (NPS or similar).
• Strong working knowledge of ERP / CRM systems .
• Demonstrated ability to own and resolve customer issues end-to-end.
• Comfortable handling VIP and high-sensitivity customers.

RESPONSIBILITIES:

• Lead and manage a small, in-house Customer Service team (coaching, training, reviews, corrective action).
• Serve as escalation point for VIP and complex customer situations.
• Own customer issues directly whenever possible — minimize unnecessary escalation.
• Develop, document, and enforce customer service SOPs.
• Become a power user of internal ERP / CRM systems.

TEAM SUPPORT ROLE”

• Parts quotations.
• Order processing.
• Phone support.
• Service contract monitoring.
• Service technician scheduling.

PROCESS IMPROVEMENT ROLE:

• Service scheduling.
• Parts pricing.
• Repair and technical quotations.
• Coordinate customer machine relocations and support documentation.
• Communicate unresolved issues clearly and concisely to leadership.
• Set direction for customer service operations and department maturity.

THE ADVANTAGE JOB:

• Competitive base salary with a HIGH 401(k) company match %.
• 100% employer-paid health insurance.
• Relocation assistance to Peachtree City, GA.
• Direct ownership of the customer experience function.
• Leadership role with real authority, not just supervision.
• Opportunity to build, improve, and professionalize a customer service department.
• High-visibility role working closely with sales, service, logistics, and executive leadership.
• Stable, long-term position with clear growth runway.