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 a motivated and experienced Customer Service Supervisor to oversee and support the daily operations of the customer service team. This role involves managing escalations, mentoring team members, ensuring service excellence, and driving process improvements. The Team Lead will act as a bridge between the customer service representatives and management, ensuring the team meets key performance indicators (KPIs) while fostering a collaborative and customer-focused environment. This role requires a proactive approach to problem-solving, a commitment to continuous improvement, and a focus on delivering exceptional customer experiences.

Main Responsibilities:

• Leadership and Team Support

• Train all new hires and provide continuous training to the team.
• Serve as the first point of contact for escalations, addressing escalation calls/emails within 3 hours.
• Provide ongoing support and training to team members.
• Ensure punctuality and monitor the overall performance of team members.
• Conduct a 1:1 meeting with the manager twice a week.
• Attend customer meetings to monitor service quality and collaboration.

• Customer Service Management
• Oversee one assigned mid-level customer
• Answer calls and emails within 3 hours of inquiry, especially when providing coverage

• Operations and Process Oversight
• Run open order book reviews for the team and assign workloads.
• Conduct negative margin reviews and manage tax certificate requests.
• Monitor KPIs to ensure customer queries are handled appropriately.
• Participate in special projects and implementations

• Process Improvement and Reporting
• Participate in process improvement sessions and cross-functional collaboration.
• Prepare KPI reports for manager evaluations.
• Ensure timely completion of tasks and effective communication with the manager.

• Meetings and Collaboration
• Attend and lead internal daily stand-up and segment team calls.
• Present and train in Customer Service monthly meetings.

Skills and Qualifications:

The ideal candidate must have the following competencies:

• Education: College education or bachelor’s degree required.
• Experience: 5+ years of customer service experience, preferably in a distribution, fastener background.
• Skills:
  
• Exceptional communication and interpersonal skills
• Strong organizational and leadership skills as well as the ability to handle complex customer inquiries and escalations
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems
• Attention to detail and the ability to multitask without compromising service
  
• 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.