Description

Customer Service Supervisor

About Optimas Solutions:

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.  

Our Values are the THREAD that connects us as one team to ensure that we are accountable for our contributions to the success of our company and customers: 

• Teamwork 
• Honesty 
• Respect 
• Excellence 
• Accountability 
• Drive 

To learn more, please visit our website http://www.optimas.com   

Position overview:

We are seeking an experienced and dynamic Customer Service Supervisor to lead and manage a high-performing customer service team. This role involves overseeing daily operations, driving process improvements, and fostering a culture of excellence in customer support. The Customer Service Manager will be responsible for managing escalations, developing team members, and ensuring that customer inquiries are resolved promptly and professionally. The ideal candidate will be a strategic thinker with a hands-on approach, skilled in balancing operational efficiency with exceptional customer satisfaction. They will also work closely with senior leadership, cross-functional teams, and customers to enhance service delivery, optimize processes, and contribute to the organization’s overall success.

Main Responsibilities: 

• Leadership and Oversight:
• Conduct new hire training, post-training evaluations, morale-boosting activities, and six-month/annual employee reviews. Provide ongoing support and training to team members.
• Perform CSR and Team Lead tasks as needed.
• Handle escalations and investigate unique customer inquiries to ensure resolution.
• Attend customer meetings to monitor service quality and collaboration.

• Attend and lead internal daily stand-up and segment team calls.

• Operational Excellence:
• Ensure compliance with margin guidelines and approve RMAs and debits.
• Monitor and analyze KPI reports, conducting one-on-one reviews with CSRs to ensure goal alignment and performance improvement.
• Collaborate with the CS leaders to improve processes and participate in segment alignment sessions to address challenges and implement new processes.

• Ensure timely completion of tasks and effective communication with the manager.

• Present monthly KPI reports to segment leaders, providing insights and recommendations for improvement.

• Customer Engagement:
• Attend customer meetings to monitor service quality and collaboration.
• Conduct customer 1:1s and participate in Quarterly Business Reviews (QBRs) to understand customer needs and satisfaction levels.

• Project and Process Management:
• Assist with Engineering Change Notices (ECNs), part setup, forecasting, and usage updates in collaboration with Demand Management.
• Participate in special projects assigned by segment leaders or the CS Director to drive operational and strategic goals.

Skills and Qualifications:

The ideal candidate must have the following competencies:

• Education: Bachelor’s degree required.
• Experience: 6+ years of customer service experience, preferably in a distribution, fastener background.
  
  
• Skills:
  
   
• Excellent communication and interpersonal skills
• Strong organizational skills with the ability to manage multiple tasks and priorities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems
  
  
• Attributes:
  
  
• Customer-focused with a positive attitude and strong problem-solving abilities
• Ability to work independently as well as part of a team
• Comfortable working in a fast-paced environment with tight deadlines
  
  
• Schedule: Full-time position, Monday through Friday (US Hours), with occasional overtime as required.
  
  

• Environment: Office-based role

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, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.