Customer Service Manager – B2B Operations

Moen

Customer Service Manager at Fortune Brands responsible for B2B operations and leading a remote team. Focus on enhancing customer experience and operational efficiency in a collaborative environment.

Posted 5/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Lead and support a remote team of customer service and order management associates, fostering a collaborative, customer-focused, and solutions-oriented team environment.
Oversee daily order management operations, including EDI and customer purchase order processing, ensuring accuracy, timely resolution of issues, and a seamless customer experience.
Partner proactively with Sales, Pricing, Inventory, Transportation, Distribution, and other cross-functional teams to resolve order discrepancies and ensure alignment on customer requirements.
Conduct root cause analysis on recurring order or process issues and partner with internal teams and strategic B2B customers to identify sustainable solutions and process improvements.
Monitor operational performance and team effectiveness through reporting, KPI tracking, and workforce planning activities.

Requirements

What you’ll need

5+ years of experience in customer operations, order management, B2B customer service, or related environments, including leadership experience.
Experience supporting EDI orders, complex customer requirements, or large-order processing environments.
Strong relationship-building, problem-solving, and cross-functional collaboration skills.
Experience managing remote teams and supporting associate development.
Proficiency with Microsoft Office tools and systems such as SAP, Esker, Nice CXone, or related platforms.

Benefits

Comp & perks

robust health plans
a market-leading 401(k) program with a company contribution
product discounts
flexible time off benefits
adoption benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementEDIcustomer purchase order processingroot cause analysisKPI trackingworkforce planning

Soft Skills

leadershiprelationship-buildingproblem-solvingcross-functional collaborationteam development