Senior Enterprise Customer Service Leader

Optimas Solutions Ltd; 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

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,