Customer Service Manager

About the role

Customer Service Manager – Wood Dale, IL. From design to delivery, Optimas integrates fastener manufacturing and distribution for greater inventory certainty, consistent quality, and a lower cost of ownership. The company’s values—teamwork, honesty, respect, excellence, accountability, and drive—connect the team and guide success.

Position Summary

The Customer Service Manager reports to the Sr. Director of Program Management and develops 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 of the company’s largest customers, with ultimate responsibility for all direct reports.
• Oversees customer service strategies by communicating and enforcing values, policies, and procedures; planning, monitoring, appraising, and reviewing job contributions.
• Acts as a problem‑solver and essential resource, handling personnel and customer issues and interfacing with internal departments to resolve matters at various levels.
• Satisfies customer issues by receiving correspondence, answering inquiries, entering orders, and resolving complaints.
• Completes related results as needed to fulfill the customer service and organizational mission.
• Recruits, hires, develops, manages, and leads customer service representatives to drive incremental revenue.
• Monitors goals set by the Customer Experience Director for self and team, following through to meet or exceed those goals.
• Identifies, onboards, and retains new talent.
• Manages inventory and sales metrics and related 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 field preferred; advanced degree a plus.
• 5+ years of proven experience building, leading, and scaling enterprise customer service teams (including remote teams).
• B2B enterprise fastener and/or distribution experience strongly preferred.
• Institutional knowledge of enterprise sales tools and the competitive landscape.
• Advanced experience with various enterprise sales tools and platforms; fluent with CRM systems.
• Experience hiring, training, developing, and leading a customer service team.
• Versed in administering disciplinary action.
• Knowledge of just‑in‑time inventory.
• Leader by example with strong work ethic, enthusiasm for learning and teaching, and instinctive business acumen.
• Self‑directed professional who operates with urgency, focus, and discipline.
• Ability to multitask and prioritize competing priorities in a dynamic, fast‑paced, entrepreneurial environment.
• Strong problem‑solver who is diplomatic, effective, and efficient.

Pay

$92,000 – $114,000