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Customer Support Operations Leader

2 months ago

Longwood, Florida, United States Global Procurement Solutions Inc Full time
Company: Global Procurement Solutions Inc.
Location: Longwood, FL
Position: Customer Support Operations Leader

Global Procurement Solutions Inc. is a Service-Disabled Veteran Owned Small Business (SDVOSB) established in 2010, specializing in the provision of janitorial and sanitation products.

We seek a seasoned and proactive candidate who exhibits exceptional leadership capabilities and can effectively address various customer inquiries while guiding our customer support team.

The ideal candidate will possess the expertise to supervise and mentor customer service representatives, imparting industry best practices, providing constructive feedback, and setting measurable performance indicators.

Experience in selling janitorial and sanitation products, particularly to VA Hospitals and governmental organizations, is highly desirable. This position is not remote and is based in Longwood, FL.

Key Responsibilities:
- Lead and oversee the customer support team, including recruitment, training, coaching, and performance evaluation.
- Develop and enforce customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
- Analyze customer service data and generate reports to identify improvement areas and make informed resource allocation decisions.
- Monitor key customer service metrics, such as response times, resolution rates, and customer satisfaction scores, implementing strategies for ongoing enhancement.
- Address escalated customer issues and complaints, providing timely and effective resolutions to ensure customer satisfaction.
- Gather and implement customer feedback to enhance service quality.
- Facilitate additional upselling or learning opportunities for team members and collaborate closely with sales for updates.

- Provide continuous training and development opportunities for team members to improve their skills in communication, problem-solving, and product knowledge.

- Inspire team members and present diverse perspectives on customer interactions.
- Ensure adherence to all relevant regulations and company policies, especially regarding data protection and customer privacy.

Qualifications:
- 7-10 years of demonstrated experience in customer service.
- Excellent verbal and written communication skills.
- Proven leadership abilities to motivate, inspire, and cultivate a high-performing team.
- Strong grasp of customer service principles, practices, and technologies, with a focus on delivering outstanding customer experiences.
- Advocate for cross-functional collaboration, aligning customer service and sales strategies with broader business goals.
- Exceptional communication and interpersonal skills, capable of building rapport with customers, colleagues, and executives.
- Analytical mindset with the capability to interpret sales data and customer feedback to inform decisions and strategies.
- Strategic thinker with the ability to identify opportunities for process enhancements and operational efficiencies.
- Results-driven with a history of meeting sales targets and customer service objectives.
- Adaptability to changing priorities and effectiveness in a fast-paced environment.
- Proficient in computer skills, including experience with Microsoft Office and CRM software (NetSuite preferred).
- Prior military service is a plus.
- 5-7 years of supervisory experience.
- Bachelor's degree in business administration is preferred but not required.

Benefits:
- Salary range: $30-70K (based on experience)
- Sick Days, PTO (Paid Time Off), Vacation days
- Medical/Dental/Life insurance plan
- 401(k) with profit-sharing plan
- $100 monthly physical fitness stipend

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