Customer Service Manager- B2B Operations

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

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As the Customer Service Manager supporting our B2B customers/operations , you will play an important role in supporting department goals, associate growth, and delivering a seamless B2B customer experience. This role is responsible for guiding daily customer service operations across email and voice support channels while fostering a collaborative, customer-focused environment that prioritizes service excellence, continuous improvement, and team development.

The ideal candidate brings experience leading customer operations, order management, or B2B customer support teams within a complex and fast-paced environment. This individual is highly collaborative, solutions-oriented, and comfortable navigating evolving processes and customer requirements. Success in this role requires the ability to build strong cross-functional relationships, support remote associates effectively, and coordinate across pricing, sales, inventory, transportation, and operations teams to ensure accurate and timely order execution.

We value individuals who can Think Fast by using operational insights and customer feedback to improve service experiences; Work It Togethe r by building trusted partnerships and cultivating an inclusive, team-oriented culture; and Make the Hard Call by approaching decisions thoughtfully, balancing customer needs, associate wellbeing, and business priorities with fairness and accountability.

POSITION LOCATION: This position is eligible for a remote work arrangement within the United States.

Responsibilities

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.; Support associates with customer inquiries, operational challenges, and escalated issues while helping facilitate positive and timely resolutions.; 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.; Provide ongoing coaching, development, and support through regular one-on-one meetings, team huddles, and collaborative discussions.; Help create scalable and adaptable processes that support evolving customer requirements, operational improvements, and organizational growth.; Support testing, implementation, and adoption of new systems, automation initiatives, and process enhancements.; Build strong relationships across the organization and serve as a key partner in supporting customer operations and overall supply chain success.; Balance multiple priorities and operational needs while maintaining a high level of service, responsiveness, and associate engagement.; Provide backup support for the Senior Manager, Customer Service and contribute to additional projects and operational initiatives as needed.

Requirements

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.; Ability to navigate evolving processes and resolve operational issues across multiple business functions.; Proficiency with Microsoft Office tools and systems such as SAP, Esker, Nice CXone, or related platforms.

Nice to have

Associate’s or advanced degree.; Experience supporting strategic B2B customers or large retail/distributor accounts.; Experience with process improvement, automation initiatives, or operational optimization projects.; Experience working in manufacturing, distribution, supply chain, or order management environments.