Customer Service Manager

Optimas; Wood Dale (IL); On-site; USD 92,000 - 114,000; Full time

Job summary

Optimas, headquartered in Wood Dale, IL, seeks a Customer Service Manager to lead a major customer service team and drive strategic initiatives aligned with company objectives. You will plan, implement, and evaluate service systems while guiding staff to deliver exceptional service and revenue growth.

In this role you will recruit, mentor, and manage CSRs, monitor performance against goals, and collaborate across departments to resolve complex issues and optimize inventory and order processes.

Qualifications

• 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.
• Knowledge of various enterprise sales tools and platforms; fluent with CRM.
• Experience hiring, training, developing, and leading a customer service team; disciplinary action experience.
• Knowledge of just-in-time inventory.

Responsibilities

• Manages a team of CSRs handling one of our largest customers, with ultimate responsibility for direct reports.
• Oversees customer service strategies by enforcing values, policies, and procedures; monitors contributions.
• Solves problems by interfacing with internal departments to resolve issues at multiple levels.
• Ensures customer issues are addressed by receiving inquiries, entering orders, and resolving complaints.
• Recruits, hires, develops, and leads customer service reps to drive incremental revenue.
• Monitors goals set by leadership and strives to exceed them.
• Identifies and retains top talent; oversees inventory and sales metrics.

Skills

Leadership

Strategic Vision

Results Driven

Collaboration

Change Management

Customer Focus

Mentoring

Education

Bachelor's degree

Advanced degree a plus

Tools

CRM

Job description

Customer Service Manager

Wood Dale, IL

$92,000-114,000

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
• Honesty
• Respect
• Excellence
• 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 of 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

Key Competencies:

• Strategic Vision
• Building organizational capacity
• Results driven
• Embrace change
• Collaboration and Influence
• Entrepreneurial spirit
• 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.