Enterprise CS Manager — Strategy & Leadership

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

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.