Customer Service Manager - B2B Sales & Specialty Accounts

Spring Footwear Corporation has been in business since 1991 and continues to grow as a recognized footwear company committed to delivering quality, value, comfort, and exceptional service.

We are looking for an experienced Customer Service Manager – B2B Sales & Specialty Accounts to lead our Customer Service team and strengthen our relationships with more than 1,500 active wholesale and specialty-store accounts.

This is not a traditional Customer Service Manager role.

We are looking for a commercially minded leader who sees Customer Service as an extension of sales. The right person will know how to build customer relationships, develop a team, solve problems, identify sales opportunities, and turn customer feedback into meaningful action.

You will lead a team of Customer Service professionals while working closely with our Sales Executives, customers, and internal teams across Sales, Operations, Warehouse, Finance, Product, and Marketing.

Approximately 20% travel is expected for customer visits, regional events, markets, training, and other wholesale initiatives.

• Build strong relationships with specialty retailers, independent stores, and wholesale accounts.
• Develop an understanding of customer buying patterns, product preferences, challenges, and opportunities.
• Proactively engage customers rather than waiting for them to contact us.
• Partner with Sales Executives on account follow-up, reorders, substitutions, available inventory, and new opportunities.
• Identify opportunities to increase business within existing accounts through reorders, additional products, cross-selling, and account reactivation.
• Help re-engage inactive or declining customers.
• Support new-account onboarding and create a strong first experience with Spring Footwear.
• Help customers better understand our brands, products, programs, ordering tools, and available opportunities.

• Lead, coach, and develop the Customer Service team.
• Build a culture of ownership, urgency, accuracy, accountability, and strong customer relationships.
• Train the team to recognize opportunities—not simply process transactions.
• Establish clear expectations for responsiveness, follow-through, productivity, professionalism, and service quality.
• Conduct regular coaching, training, performance discussions, and team meetings.
• Manage workload, schedules, department coverage, and priorities.
• Develop the Customer Service Supervisor and strengthen leadership within the department.

• Oversee the customer experience from order placement through delivery and after-sale support.
• Manage escalations involving orders, returns, credits, claims, cancellations, backorders, substitutions, credit holds, and shipping issues.
• Ensure orders and customer requests are handled accurately and efficiently.
• Work closely with Sales, Warehouse, Operations, and Finance to resolve issues.
• Proactively communicate with customers before problems become frustrations.
• Maintain high standards for customer and order information across company systems.
• Balance customer needs with inventory availability, company policies, margins, and business priorities.

• Create a strong connection between Customer Service and our field Sales organization.
• Give Sales visibility into customer issues, account activity, open opportunities, and accounts requiring attention.
• Track customer opportunities and ensure appropriate follow-through.
• Travel to meet customers, visit key accounts, and participate in regional events and training programs.
• Gather feedback on products, fit, pricing, competition, trends, and service.
• Bring meaningful customer and market insights back to Sales, Product, Marketing, Operations, and leadership.
• Serve as a strong internal voice for our wholesale customers.

• Identify recurring customer issues and improve the processes behind them.
• Develop and improve SOPs, workflows, communication standards, and training materials.
• Reduce unnecessary delays and handoffs between Customer Service and other departments.
• Support effective use of B2B ordering and customer-service platforms.
• Use account, sales, and service data to identify opportunities and risks.
• Monitor key areas including account activity, reorders, inactive accounts, cancellations,…