Customer Service Manager

hace 3 semanas

Monterrey, México Optimas Solutions A tiempo completo

**Customer Service Manager**

**Monterrey, N.L.**

***

**About Optimas**

Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.

**Position Overview**

The Customer Service Manager is responsible for overseeing the day-to-day operations of the customer service team around the US and Mexico. This includes managing, developing, and implementing policies and procedures, and ensuring that customers receive the highest level of service.

**Key Responsibilities**
- Manages up to 10 CSRs through CSR team lead, with ultimate responsibility for all direct reports.
- Accomplishes customer service strategies by overseeing accountabilities, communicating, and enforcing values, policies, and procedures.
- Monitor customer interactions to ensure that representatives are providing excellent service and meeting performance metrics.
- Provide coaching and feedback to representatives to improve their performance.
- Conduct reviews, appraisals, and review job contributions.
- Problem-solver and essential resource to the team, handling personnel and customer issues, interfacing with all internal departments to resolve issues on a variety of levels.
- Maintains product shipments by coordinating receipt, processing, and shipment/delivery of orders. Expedites orders as needed.
- Analyze customer data and feedback to identify trends and make recommendations for improvements to the customer experience.
- Satisfies customer issues by receiving correspondence; answering inquiries; entering orders; resolving complaints.
- Updates job knowledge by participating in educational opportunities.
- 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.
- Coach and mentor, the customer service team toward further success and professional growth.
- Monitor goals set by Customer Experience Director for self and team; follow through to meet or exceed those goals.
- Provide the team with ongoing motivation and inspiration to establish and follow strategy and process.

**Key Competencies**
- Strategic Vision.
- Building organizational capacity.
- Results driven.
- Embrace change.
- Collaboration and Influence.
- Customer value and Market focus.

**Skills and 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 institutional knowledge on enterprise sales tools.
- 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.
- Can maintain visibility of all departmental activities that impact the business.
- Have exceptional quantitative and analytical skills.
- Hands-on; completes tasks and dependable.
- An excellent communicator - written, verbal, presentation and interpersonal.
- Team player, with a strong sense of ownership and a “get things done” attitude.
- Proficiency with ERP systems (Oracle preferred).

**Physical Demands / Travel**
- While performing duties of this job, the employee is regularly required to talk and/or hear.
- The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.
- Primarily desk/office call center setting with travel less than 10%.
- Fast paced, ever-changing environment.
- Every Day We Go Above and Beyond

**Compensation**

At Optimas we believe in having a competitive compensation scheme to motivate and retain our employees. More information will be given throughout the process.

Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable s

  • Customer Service Manager

    hace 5 días

    Monterrey, Nuevo León, México Optimas Solutions A tiempo completo

    DescriptionCustomer Service Manager - Monterrey, MexicoAbout OptimasOptimas is a leading global provider of integrated supply chain solutions and engineering support, specializing in delivering a wide range of fasteners, components, industrial, and safety supplies to our diverse customer base worldwide. Our local teams are deeply connected with the...

  • Customer Service Manager

    hace 3 semanas

    Monterrey, México Optimas Solutions A tiempo completo

    **Customer Service Manager** **Monterrey, N.L.** *** **About Optimas** Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community...

  • Customer Service Manager

    hace 3 semanas

    Monterrey, México Optimas Solutions A tiempo completo

    Description Customer Service Manager Monterrey, . About Optimas Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community...

  • Customer Service Manager

    hace 5 días

    Monterrey, Nuevo León, México Optimas Solutions A tiempo completo

    Customer Service ManagerMonterrey, N.L.***About OptimasOptimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This...

  • Customer Service Manager

    hace 3 semanas

    Monterrey, México Forever Floral A tiempo completo

    Sola Wood Flowers is looking for an experienced Customer Service Director or Customer Service Manager to join our team. **Who are we?** At Sola Wood Flowers, we are transforming what artificial flowers can be by providing better flowers for less with our affordable eco-friendly wooden flowers. We’re working towards building a modernized $100mm+...

  • Operations and Customer Service Manager

    hace 3 días

    Monterrey, México Human Quality A tiempo completo

    **Main Responsibilities**: - Maintain company issued service standards, safety standards and security procedures. - Perform reviews, evaluations, or disciplinary action for members of the customer service team. - Present information and respond to questions from department managers, co-workers, customers andthe general public. - Handle Customer Service...

  • Service Manager

    hace 2 meses

    Monterrey, México Hexagon AB A tiempo completo

    **About Hexagon**- **Vacancy Name** - Service Manager**Vacancy No** - VN5206**Work Location** - Monterrey, Nuevo León**Location Country** - Mexico**Basis** - Employee**Employment Type** - Regular**Duration (if Temporary Contract)** **Main Tasks & Requirements** **Tareas y Responsabilidades** - Leads and supports the Service Team with maximizing...

  • Service Manager

    hace 6 días

    Monterrey, México Hexagon AB A tiempo completo

    **About Hexagon**- **Vacancy Name** - Service Manager**Vacancy No** - VN5206**Work Location** - Monterrey, Nuevo León**Location Country** - Mexico**Basis** - Employee**Employment Type** - Regular**Duration (if Temporary Contract)** **Main Tasks & Requirements** **Tareas y Responsabilidades** - Leads and supports the Service Team with maximizing...

  • Operations and Customer Service Manager

    hace 3 días

    Monterrey, México Empresa de transporte y logística A tiempo completo

    **Descripción empresa**: Transporte de carga federal terrestre y logística **Misión del cargo**: Leading and directing the day-to-day Operation and Customer service and their personnel at MVT Logistics. **Funciones del cargo**: **Main Responsibilities**: - Maintain company issued service standards, safety standards and security procedures. - Perform...

  • Customer Service

    hace 2 semanas

    Monterrey, México Sonoco A tiempo completo

    While reporting to the Customer Service Manager, the Sales Customer Service Representative will partner with the sales organization as part of a cross-functional Customer Service Team to facilitate daily interactions with customers both internal and external. Actively engages in growing sales, creating Customer value through daily execution of quotes,...

  • Remote Billingual Customer Service Representative

    hace 2 semanas

    Monterrey, México DME Service Solutions A tiempo completo

    **Company name**: DME Service Solution **Department**: Operations **Job title**: Customer Service Representative / Patient care specialist **Reports to**: Customer Service Supervisor **Location**: Monterrey, Nuevo Leon, Mexico - **We offer**:_ - **Home office - 100%**: - **The company will provide the equipment**: - **Paid training - full amount**: -...

  • Customer Service Representative

    hace 4 semanas

    Monterrey, México Charger Logistics Inc A tiempo completo

    Job Title: - Customer Service Representative- Location: - Monterrey, Mexico- Category: - Customer Service- Experience: - Entry-Level**Job Description**: Charger Logistics is a world class asset-based carrier. We specialize in delivering your assets, on time and on budget. With the diverse fleet of equipment, we can handle a range of freight, including...

  • Customer Service Representative

    hace 1 semana

    Monterrey, México Charger Logistics Inc A tiempo completo

    Job Title: - Customer Service Representative- Location: - Monterrey, Mexico- Category: - Customer Service- Experience: - Entry-Level**Job Description**: **Description** Charger Logistics is a world class asset-based carrier. We specialize in delivering your assets, on time and on budget. With the diverse fleet of equipment, we can handle a range of freight,...

  • Customer Service Representative

    hace 5 días

    Monterrey, Nuevo León, México Blackhawk Industrial A tiempo completo

    Customer Service Representative Smile Hoy Dana Incorporated Hoy Customer Service Representative Volvo Project Monterrey, Nuevo León Dana Incorporated Hoy Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and......

  • Service Manager

    hace 5 días

    Monterrey, Nuevo León, México Hexagon AB A tiempo completo

    About Hexagon-Vacancy Name Service ManagerVacancy No VN5206Work Location Monterrey, Nuevo LeónLocation Country MexicoBasis EmployeeEmployment Type RegularDuration (if Temporary Contract)Main Tasks & RequirementsTareas y Responsabilidades Leads and supports the Service Team with maximizing productivity and improving efficiency. Mentors Service Team by...

  • Customer Service Representative

    hace 5 días

    Monterrey, Nuevo León, México Mg Head Hunting A tiempo completo

    Cancel Inicio Trabajos para Customer Service Representative ... > 99 Hoy Bilingual Customer Service Representative Apodaca, Nuevo León Grundfos Hoy **What is the job about?** **Your main responsibilities**: - Answer customer chats from Grundfos website and Grundfos Product Center - Answer transferred calls from Grundfos local sites - Order ent... ...

  • Account Manager

    hace 2 meses

    Monterrey, México Charger Logistics Inc A tiempo completo

    Charger logistics Inc. is a world - class asset-based carrier with locations across North America. With over 20 years of experience providing the best logistics solutions, Charger logistics has transformed into a world-class transport provider and continue to grow. Charger logistics invests time and support into its employees to provide them with the room...

  • Account Manager

    hace 1 semana

    Monterrey, México Charger Logistics Inc A tiempo completo

    Charger logistics Inc. is a world - class asset-based carrier with locations across North America. With over 20 years of experience providing the best logistics solutions, Charger logistics has transformed into a world-class transport provider and continue to grow. Charger logistics invests time and support into its employees to provide them with the room...

  • Customer Service Manager

    hace 4 semanas

    Monterrey, México Sola Wood Flowers A tiempo completo

    Our company, Sola Wood Flowers, is looking for an experienced Customer Service Director or Customer Service Manager to join our team. **Who are we?** At Sola Wood Flowers, we are transforming what artificial flowers can be by providing better flowers for less with our affordable eco-friendly wooden flowers. We’re working towards building a modernized...

  • Account Manager

    hace 1 semana

    Monterrey, México Charger Logistics Inc A tiempo completo

    Charger logistics Inc. is a world - class asset-based carrier with locations across North America. With over 20 years of experience providing the best logistics solutions, Charger logistics has transformed into a world-class transport provider and continue to grow. Charger logistics invests time and support into its employees to provide them with the room...