Customer Service Manager
Global Procurement Solutions Inc
Longwood, FL
Customer Service Manager
Global Procurement Solutions Inc
Longwood, FL
- $30,000 to $70,000 Yearly
- Full-Time
Job Description
Key Responsibilities:
Global Procurement Solutions Inc.
Longwood, FL
Customer Service Manager
Longwood, FL
Customer Service Manager
We are a Service-Disabled Veteran Owned Small Business (SDVOSB) that has been in operation since 2010 specializing in providing janitorial/sanitation products to our customers.
We are looking for an experienced and dynamic candidate who can demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries and lead our customer service team. Our ideal customer service manager will know how to supervise and mentor other customer service representatives by teaching them industry best practices, offering feedback, and establishing measurable KPIs.
The ideal candidate will have experience selling janitorial and sanitation products, specifically to VA Hospitals and government entities. This position is Not Remote. Location is Longwood, FL.
Key Responsibilities:
· Lead and manage the customer service team, including hiring, training, coaching, and performance management
· Develop and implement customer service policies, procedures, and standards to ensure consistency and excellence in service delivery
· Analyze data and generate reports on customer service metrics to identify areas for improvement and make informed decisions about resource allocation and process improvements
· Monitor customer service metrics, such as response times, resolution rates, and customer satisfaction scores, and implement strategies for continuous improvement
· Handle escalated customer issues and complaints, providing timely and effective resolutions to ensure customer satisfaction
· Receive and implement customer feedback to improve the quality of service
· Provide additional upselling or learning opportunities for team members, collaborate closely with sales to get updates
· Provide ongoing training and development opportunities for team members to enhance their skills and knowledge in areas such as communication, problem-solving, and product knowledge.
· Motivate team members and offer different outlooks in customer perspectives
· Ensure compliance with all relevant regulations and company policies, particularly regarding data protection and customer privacy.
Qualifications:
· Demonstrated experience in customer service (7-10 years of customer service experience)
· Clear verbal and written communication skills
· Proven leadership skills with the ability to motivate, inspire, and develop a high-performing team.
· Strong understanding of customer service principles, practices, and technologies, with a focus on delivering exceptional customer experiences.
· Champion cross-functional collaboration, aligning customer service and sales strategies with broader business objectives.
· Excellent communication and interpersonal skills, with the ability to build rapport with customers, colleagues, and C-Suite.
· Analytical mindset with the ability to interpret sales data and customer feedback to drive informed decisions and strategies.
· Strategic thinker with the ability to identify opportunities for process improvements and operational efficiencies.
· Results-oriented with a track record of achieving sales targets and customer service goals.
· Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.
· Proficient computer skills, including experience with Microsoft Office and CRM software. (NetSuite preferred)
· Prior military service a plus
· 5-7 years of supervisory experience
· Bachelor’s degree in business administration (desired, not required)
Benefits:
· Salary $30-70K (DOE)
· Sick Days, PTO (Paid Time Off) days, Vacation days
· Medical/Dental/Life insurance plan
· 401(k) with profit sharing plan
· $100 monthly physical fitness stipend
Address
Global Procurement Solutions Inc
Longwood, FL
32779
USA
Industry
Business
Posted date
17 days ago
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