Customer Service Manager (Miami Gardens)
What You’ll Get to Do
The Customer Service Manager leads the Miami and Tampa customer support team to deliver exceptional service and ensure customer satisfaction across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-rowth customer base, managing daily operations, resolving escalated issues and driving continuous improvement.
This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills and comfortable navigating the pace of South Florida's construction and glazing industry. A vital member of the OBE team, this is an opportunity to build a career with an industry leader in a top-tier growth market.
Job responsibilities include:
Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures
Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlines
Monitor KPI's such as response time, resolution rate and customer satisfaction
Conduct training sessions and performance evaluations
Collaborate with various teams including sales and operations, including local branch and regional leadership
Prepare reports for senior leadership on service metrics and trends
Serve as a key point of contact for contractor, architect and builder network, supporting the region's ongoing commercial construction demand
What We Are Looking For
We know great candidates come from all kinds of backgrounds. If you don’t check every box below, we’d still love to hear from you.
5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment, building solutions preferred
Proficiency in CRM platforms and support software
Ability to win respect and influence at all levels of the organization and stakeholders
Bilingual (English/Spanish) proficiency strongly preferred
Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics