Customer Service Manager

**Customer Service Manager**

**Monterrey, N.L.**

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**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**
- 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 sta