Customer Service & Account Manager

Job Summary:

The Customer Service & Account Manager is responsible for overseeing advanced Customer Service operations, managing Senior Customer Service Representatives, Account Specialists, and supporting strategic customer and sales-related operational initiatives. This role serves as the primary operational partner to Sales Representatives and internal departments for escalated customer matters, complex projects, high-value accounts, and service recovery situations.

The Customer Service & Account Manager focuses on protecting customer relationships, improving account-level service execution, and ensuring cross-functional coordination across Customer Service, Sales Support, Logistics, and Operations. This role combines leadership, escalation management, and relationship-focused operational support to strengthen customer retention and business continuity.

Essential Responsibilities:

Customer Service Leadership & Escalation Management

· Oversee advanced Customer Service activities and complex operational matters 

· Manage escalated customer situations and ensure timely resolution 

· Support better experience of high-level customers with high business impact (Elite and A customers)

· Ensure customer communication remains professional, proactive, and solution-oriented 

· Identify recurring service issues and implement corrective actions

· Develop, review, and modify goals and incentive programs which will motivate employees, encourage

teamwork, and produce the most desired results for the company and customers.

· Monitor procedures or implement for standards to increase while ensuring efficiency integration and

utilization of resources to meet established goals, metrics, and objectives.

· Act to ensure that there are effective and efficient systems in place of handling complaints and compliments.

Senior CSR Oversight & Team Support

· Coach and mentor staff, provide and promote professional growth through staff development and in-service training.

· Monitor workflow prioritization, responsiveness, and service execution quality 

· Reinforce accountability and operational consistency within the team

· Effective recruitment efforts to establish and maintain staffing scheduling requirements as well as the

company objectives behind world class customer service are met.

· Review individual and group performance goals while conducting formal performance evaluations and coach or take disciplinary action as necessary.

· Prepare and provide weekly accomplishments as well as upcoming week focus point by outlining daily,

weekly, and monthly performance, observations, suggestions, trends, and opportunities including budgeting and forecasting.

Sales Partnership & Account Coordination

· Serve as a primary operational support partner for Sales Representatives and Regional Managers 

· Assist Sales teams with customer escalations, service recovery, and operational coordination 

· Support large projects, strategic customer initiatives, and account follow-up activities 

· Coordinate internally to ensure customer expectations and operational capabilities remain aligned 

· Provide visibility and communication to Sales regarding customer-impacting operational matters 

Cross-Functional Coordination

· Partner closely with Sales Support on pricing clarifications, special orders, and account-related concerns 

· Collaborate with Logistics, Warehouse, Purchasing, Credit, and Operations teams to resolve customer-impacting issues 

· Support alignment between pre-order and post-order customer experience processes

· Support Customer Service Performance Manager responsibilities upon operation’s needs.

· Other tasks might be assigned upon Business need. 

Operational Governance & Customer Retention

· Support implementation and enforcement of SOPs and service standards 

· Identify opportunities to improve customer experience and operational workflows 

· Assist leadership with KPI reporting, service trend analysis, and operational planning 

· Support customer retention efforts through proactive issue resolution and relationship management

Travel:

No travel Requirement

Supervisory Responsibilities:

This position has supervisory responsibilities. 

Minimum Requirements 

· Bachelor’s degree preferred in Business, Operations, or related field 

· 5+ years of Customer Service or Sales Support Experience 

· 2–4 years of leadership or workforce management experience preferred

· Strong experience managing escalations and strategic customer situation

· Strong background in QA, coaching, and KPI management 

· ERP/CRM experience preferred (Great Plains, Zendesk, 4Voice)

Work Environment: 

This position is primarily onsite and based in Miami, FL. Hybrid flexibility may be considered based on business needs, operational performance, and departmental requirements.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this job, the employee will stand, walk, bend, squat, twist, reach with hands and arms and may lift and/or move up to 30 pounds. Some work stress is inherent to the position and extended work hours may be required.