Customer Service Supervisor – Miami, FL

We are a $25M electronics distribution company and provider of logistics solutions to the broadcast & audio visual industries.  We are a stable, respected brand in our industry with over 45 years of success and in a growth mode with aggressive goals.   We are seeking a Customer Service Supervisor to join our team of talented professionals.

 The Customer Service Supervisor is primarily responsible for supervising, coaching, developing and motivating the Customer Service team by demonstrating leadership and providing guidance that fosters team growth and performance.  This position also serves as the primary point of contact for the day-to-day application of organizational policies and procedures. . 

 Key Accountabilities include:

 Management:

  • Supervise a team of 12 in sales support, key account customer service and daily purchasing processes
  • Coach associates daily to recognize high performers and address performance issues
  • Maintain proper staffing and training
  • Develop coaching plans for each employee in all key metrics

Operations:

  • Oversee day to day operations of the team that handles client accounts, inquiries and problem resolution
  • Ensure that team meets or exceeds service level goals
  • Monitor and evaluate randomly selected calls to assess service level standards
  • Resolve escalated calls and client account maintenance
  • Conduct training involving associate development, promotional products and services
  • Review productivity metrics to identify anomalies and trends and proactively address issues

Process Improvement:

  • Recommend process improvements to management
  • Creates efficiencies by improving processes and identifying best practices in customer service

 Traits required for success:

  • Drives toward results by enrolling the commitment and buy-in of the team
  • Strong initiative and self direction
  • A sincere appreciation for people and how they are each uniquely motivated
  • A self-confident , extroverted style that enlivens, engages and positively impacts others

 Requirements:

 Minimum 3 years experience in customer service or  B2B

  • Minimum of 2 years supervisory experience of at least 8
  • AA degree
  • Excellent computer skills including MS Word, Outlook, Excel
  • Some experience with an Order/Quote Processing system
  • Bilingual is a plus; excellent written and verbal English skills