{"id":2483621,"url":"https://alion.io/job/optimas-customer-service-manager","title":"Customer Service Manager","company":{"id":4418308,"name":"Optimas","domain":"optimas.com","url":"https://alion.io/company/optimas-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wood Dale, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":92000,"max":114000,"currency":"USD","period":"year","gross":null,"usd_annual":114000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T23:36:37Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T07:28:43Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\n\nCustomer Service Manager\nWood Dale, IL\n$92,000-114,000\nFrom design to delivery, Optimas integrates fastener manufacturing and distribution for greater inventory certainty, consistent quality, and a lower cost of ownership.\nFuel your passion with a career at Optimas. Become part of a team of diverse thinkers and doers who make a daily impact on our customers. We’re always looking for talented, self-motivated, smart and resourceful team members. And we’re committed to developing, supporting and driving your success.\nOur 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:\nTeamwork\nHonesty\nRespect\nExcellence\nAccountability\nDrive\nTo learn more, please visit our website http://www.optimas.com\nPosition Summary: The Customer Service Manager will report to the Sr Director of Program Management and develop 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.\nAreas of impact:\nManages a team of CSRs handling one our largest customers, as well as ultimate responsibility for all direct reports. \nAccomplishes customer service strategies by overseeing accountabilities; communicating and enforcing values, policies, and procedures; planning, monitoring, appraising, and reviewing job contributions.\nProblem-solver and essential resource to your team, handling personnel and customer issues, interfacing with all internal departments to resolve issues on a variety of levels. \nSatisfies customer issues by receiving correspondence; answering inquiries; entering orders; resolving complaints.\nAccomplishes 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.\nMonitor goals set by Customer Experience Director for self and team; follow through to meet or exceed those goals.\nExpert in identifying, onboarding, and retaining new talent.\nInventory & Sales metrics and responsibilities\nKey Competencies:\nStrategic Vision\nBuilding organizational capacity\nResults driven\nEmbrace change\nCollaboration and Influence\nEntrepreneurial spirit\nCustomer value and Market focus\nQualifications:\nB.A. / B.S. in a relevant degree preferred. Advanced degree a plus\n5+ years of proven experience with a successful track record of building, leading and scaling enterprise customer service teams/remote teams\nB2B enterprise Fastener and/or Distribution experience strongly preferred\nPossess institutional knowledge on enterprise sales tools, and the competitive landscape\nAdvanced experience with various enterprise sales tools and platforms. Fluent with CRM\nExperienced with hiring, training, developing, and leading a customer service team\nVersed with administering disciplinary action\nKnowledge of just-in-time inventory\nA leader by example with unbeatable work ethic, enthusiasm for learning and teaching coupled with instinctive business acumen\nA self-directed professional who knows what needs to be done and operates with a sense of urgency, focus and discipline\nAble to multitask and effectively prioritize competing priorities in a dynamic, fast-paced, entrepreneurial environment\nA strong problem-solver who is diplomatic yet effective and efficient\nTo Staffing and Recruiting Agencies: We appreciate your role in helping connect good people to great jobs. Please understand that Optimas does not accept unsolicited CVs or resumes from agencies. We are not responsible for any fees related to unsolicited CVs or resumes and explicitly reserve our right to contact candidates presented in this manner.\nEqual Opportunity Employer: 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. 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