Customer Service Manager

Optimas Solutions Ltd; Wood Dale (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

Optimas Solutions Ltd in the United States seeks a Customer Service Manager to lead a high-performing CS team serving one of our largest customers. You will report to the Senior Director of Program Management and shape customer service strategy, oversee operations, and drive service excellence.

Responsibilities include recruiting and developing staff, enforcing policies, resolving complex issues across departments, and aligning customer experience with company goals to grow revenue.

Qualifications

• B.A./B.S. in a relevant degree preferred.
• 5+ years of proven experience with a successful track record of building, leading and scaling enterprise customer service teams/remote teams.
• B2B enterprise Fastener and/or Distribution experience strongly preferred.
• Possess institutional knowledge on enterprise sales tools, and the competitive landscape.
• Advanced experience with various enterprise sales tools and platforms. Fluent with CRM.

Responsibilities

• Manages a team of CSRs handling one of our largest customers and direct reports.
• Oversees accountabilities and enforces values, policies, and procedures.
• Interacts with internal departments to resolve customer issues at multiple levels.
• Receives inquiries, processes orders, and resolves complaints to satisfy customers.
• Recruits, hires, develops, and leads customer service reps to drive incremental revenue.
• Monitors goals set by the Customer Experience Director and strives to meet them.
• Identifies and retains new talent for the CS organization.
• Manages inventory and sales metrics and strategic initiatives.
• Builds organizational capacity and fosters collaboration and influence.

Skills

Team leadership

Customer service management

CRM proficiency

Staff development

Strategic planning

Education

B.A./B.S. in a relevant degree

Tools

CRM systems

Enterprise sales tools

Job description

From design to delivery, Optimas integrates fastener manufacturing and distribution for greater inventory certainty, consistent quality, and a lower cost of ownership.

Fuel your passion with a career at Optimas. Become part of a team of diverse thinkers and doers who make a daily impact on our customers. We’re always looking for talented, self-motivated, smart and resourceful team members. And we’re committed to developing, supporting and driving your success.

Our Values are the THREAD that connects us as one team to ensure that we are accountable for our contributions to the success of our company and customers:

• Teamwork
• Respect
• Accountability
• Drive

To learn more, please visit our website http://www.optimas.com

ONLY LOCAL CANDIDATES WILL BE CONSIDERED

SPONSORSHIP FOR THIS ROLE IS NOT AVAILABLE

WE WILL NOT BE WORKING WITH STAFFING FIRMS ON THIS ROLE

Position Summary:

The Customer Service Manager will report to the Sr Director of Program Management and develop strategic initiatives for targeted markets helping to drive the Company’s strategic direction to achieve long term success, while serving customers by planning, implementing, and evaluating customer service systems, and directing staff.

Areas of impact:

• Manages a team of CSRs handling one our largest customers, as well as ultimate responsibility for all direct reports.
• Accomplishes customer service strategies by overseeing accountabilities; communicating and enforcing values, policies, and procedures; planning, monitoring, appraising, and reviewing job contributions.
• Problem-solver and essential resource to your team, handling personnel and customer issues, interfacing with all internal departments to resolve issues on a variety of levels.
• Satisfies customer issues by receiving correspondence; answering inquiries; entering orders; resolving complaints.
• Accomplishes customer service and organization mission by completing related results as needed. Effectively recruit, hire, develop, manage and lead customer service reps to drive incremental revenue.
• Monitor goals set by Customer Experience Director for self and team; follow through to meet or exceed those goals.
• Expert in identifying, onboarding, and retaining new talent.
• Inventory & Sales metrics and responsibilities
• Strategic Vision
• Building organizational capacity
• Collaboration and Influence
• Customer value and Market focus

Qualifications:

• B.A. / B.S. in a relevant degree preferred. Advanced degree a plus
• 5+ years of proven experience with a successful track record of building, leading and scaling enterprise customer service teams/remote teams
• B2B enterprise Fastener and/or Distribution experience strongly preferred
• Possess institutional knowledge on enterprise sales tools, and the competitive landscape
• Advanced experience with various enterprise sales tools and platforms. Fluent with CRM
• Experienced with hiring, training, developing, and leading a customer service team
• Versed with administering disciplinary action
• Knowledge of just-in-time inventory
• A leader by example with unbeatable work ethic, enthusiasm for learning and teaching coupled with instinctive business acumen
• A self-directed professional who knows what needs to be done and operates with a sense of urgency, focus and discipline
• Able to multitask and effectively prioritize competing priorities in a dynamic, fast-paced, entrepreneurial environment
• A strong problem-solver who is diplomatic yet effective and efficient

To Staffing and Recruiting Agencies:

We appreciate your role in helping connect good people to great jobs. Please understand that Optimas does not accept unsolicited CVs or resumes from agencies. We are not responsible for any fees related to unsolicited CVs or resumes and explicitly reserve our right to contact candidates presented in this manner.

Equal Opportunity Employer:

Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.