Customer Service Manager

Optimas Solutions; Wood Dale (IL); On-site; USD 80,000 - 140,000; Full time

Job summary

Optimas OE Solutions in the United States seeks a Customer Service Manager to drive strategic initiatives for key markets, manage customer service systems, and lead staff to deliver exceptional service. You will supervise a CS team handling major accounts and align processes with company goals for long-term success.

The role demands a track record of building and scaling enterprise CS teams, strong leadership, and the ability to recruit, train, and retain top talent in a fast-paced,

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 knowledge of 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 and business acumen
• A self-directed professional who operates with urgency and focus
• Able to multitask and prioritize in a dynamic environment
• A strong problem-solver who is diplomatic yet effective

Responsibilities

• Develop strategic initiatives for targeted markets and drive the company’s strategic direction for long-term success
• Plan, implement, and evaluate customer service systems and direct staff
• Lead a CS team serving one of our largest customers and oversee direct reports
• Oversee customer service strategies by enforcing values, policies, and procedures
• Resolve personnel and customer issues by interfacing with internal departments
• Recruit, hire, develop, manage and lead customer service reps to drive incremental revenue
• Monitor goals and ensure targets are met or exceeded
• Identify, onboard, and retain top talent for the team
• Oversee inventory and sales metrics as part of service excellence
• Collaborate across departments to build organizational capacity and drive customer value

Skills

Team leadership

CRM familiarity

Customer service management

Strategic thinking

Hiring & development

Problem solving

Multitasking

Education

B.A./B.S. in relevant field

Advanced degree a plus

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 websitehttp://www.optimas.com

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 preferredPossess 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.