Customer Service Manager at Optimas Solutions in Wood Dale, Illinois

Job description

• Customer Service Manager
• Wood Dale, IL
• $92,000-114,000
• 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.

Responsibilities

• 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

Requirements

• Strategic Vision
• Building organizational capacity
• Results driven
• Embrace change
• Collaboration and Influence
• Entrepreneurial spirit
• Customer value and Market focus
• 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

Skills

Required

• Leadership
• Team management
• Administering disciplinary action
• Knowledge of just-in-time inventory
• Fluent with CRM
• Problem-solving
• Multitasking and prioritizing
• Self-directed
• Strong work ethic
• Business acumen
• Diplomatic and effective communication