Customer Service Manager - B2B Sales & Specialty Accounts

Spring Footwear Corporation | Pompano Beach, FL Onsite | Approximately 20% Travel

Lead the team. Build customer relationships. Support sales. Grow the business.

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.

What You Will Own

Customer Relationships & B2B Growth

• 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.

Team Leadership

• 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.

Customer & Order Operations

• 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.

Sales Partnership & Market Feedback

• 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.

Process & Performance Improvement

• 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, backorders, response times, order accuracy, customer satisfaction, and department workload.
• Provide leadership with clear reporting and recommended actions.

What We’re Looking For

• 5+ years of experience in B2B customer service, wholesale sales support, account management, customer success, customer operations, or a related field.
• Proven experience leading and developing a customer-facing team.
• Strong understanding of wholesale/B2B customer relationships and order management.
• Commercial mindset with the ability to recognize sales and account-development opportunities.
• Experience with upselling, cross-selling, customer retention, account reactivation, or sales support.
• Strong relationship-building, communication, presentation, and training skills.
• Hands-on leadership style and willingness to become deeply involved in the business.
• Strong problem-solving and organizational skills.
• Ability to use customer and sales data to identify trends and determine where action is needed.
• Comfortable working cross-functionally with Sales, Operations, Warehouse, Finance, Marketing, and Product teams.
• Comfortable traveling approximately 20%.
• Experience in footwear, fashion, apparel, accessories, consumer products, retail, or wholesale distribution is strongly preferred.
• Experience with ERP, CRM, B2B ordering, order-management, or customer-service platforms is preferred.
• Experience with Gorgias, Shopify, Amazon, RepSpark, or similar platforms is a plus.

What Success Looks Like

Success in this role means building a Customer Service organization that knows our customers—not just their account numbers.

Your team will understand which accounts are growing, which are declining, who has not reordered, who needs attention, where inventory opportunities exist, and how we can help customers grow their business with Spring Footwear.

You will strengthen the connection between Customer Service and Sales, develop the team, build relationships with key customers, improve the customer experience, and help create measurable growth in engagement, retention, reorders, and wholesale sales.

Why Spring Footwear?

• More than 30 years in the footwear industry.
• Direct impact on a network of 1,500+ active wholesale and specialty-store accounts.
• Opportunity to work directly with customers and Sales teams across the country.
• High visibility with Sales leadership and senior management.
• Opportunity to develop an established Customer Service function and make it stronger.
• Competitive compensation, health insurance, paid time off, company-paid holidays, and profit sharing.

If you are a hands-on customer service leader who enjoys developing people, building customer relationships, solving problems, and finding opportunities to grow the business, we want to meet you.