Enterprise Customer Service Leader

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

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.