Customer Support Operations Leader

1 week ago


Deerfield Beach, Florida, United States Polyglass USA, Inc. Mapei Group Full time

Are you skilled at guiding and inspiring a team to provide exceptional customer support through motivation, teamwork, and diligent follow-up?

Bring your expertise to Polyglass and contribute significantly to our continuous growth and achievements.

Your responsibilities will include:

  • Establishing a support framework aimed at meeting service requirements effectively, ensuring high satisfaction among all Polyglass clients.
  • Leading, coaching, and developing a committed team of 12 service specialists.
  • Collaborating with the Sales department to uphold a 'customer-first' approach and achieve optimal results.
  • Working closely with internal teams such as technical services and logistics to proactively address common challenges before they arise, ensuring seamless delivery to clients.
  • Creating, refining, and maintaining consistent processes and procedures that guarantee effective service levels consistently.
  • Investigating and resolving customer issues to maintain a high standard of customer satisfaction.
  • Assessing regional customer needs and aligning the team to assign the right personnel to cater to each region's unique characteristics.
  • Reviewing and strategizing on relevant KPIs to evaluate the level of customer service provided by Polyglass and identify areas for enhancement.
  • Partnering with Finance to ensure accurate pricing and timely communication with customers.

The qualifications and experience you bring to our vibrant team:

  • A minimum of eight years of experience in Customer Service and leading Customer Service teams.
  • Experience with AS-400 or other enterprise-wide systems is preferred.
  • Willingness to travel up to 25% for this role.
  • A Bachelor's degree from an accredited institution or equivalent experience is preferred.
  • Experience in the following sectors is highly desirable: manufacturing, logistics/distribution, B2B, industrial products.

If you are a proactive leader capable of guiding teams, collaborating effectively across various departments, and consistently meeting customer needs, we look forward to discussing your potential fit.

This position is based on-site with a hybrid work schedule. Only candidates who are local or willing to relocate will be considered.



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