Customer Service & Account Manager

Customer Service & Account ManagerThe 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 ResponsibilitiesCustomer Service Leadership & Escalation ManagementOversee advanced Customer Service activities and complex operational mattersManage escalated customer situations and ensure timely resolutionSupport better experience of high-level customers with high business impact (Elite and A customers)Ensure customer communication remains professional, proactive, and solution-orientedIdentify recurring service issues and implement corrective actionsDevelop, 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 SupportCoach and mentor staff, provide and promote professional growth through staff development and in-service training.Monitor workflow prioritization, responsiveness, and service execution qualityReinforce accountability and operational consistency within the teamEffective 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 CoordinationServe as a primary operational support partner for Sales Representatives and Regional ManagersAssist Sales teams with customer escalations, service recovery, and operational coordinationSupport large projects, strategic customer initiatives, and account follow-up activitiesCoordinate internally to ensure customer expectations and operational capabilities remain alignedProvide visibility and communication to Sales regarding customer-impacting operational mattersCross-Functional CoordinationPartner closely with Sales Support on pricing clarifications, special orders, and account-related concernsCollaborate with Logistics, Warehouse, Purchasing, Credit, and Operations teams to resolve customer-impacting issuesSupport alignment between pre-order and post-order customer experience processesSupport Customer Service Performance Manager responsibilities upon operation's needs.Other tasks might be assigned upon Business need.Operational Governance & Customer RetentionSupport implementation and enforcement of SOPs and service standardsIdentify opportunities to improve customer experience and operational workflowsAssist leadership with KPI reporting, service trend analysis, and operational planningSupport customer retention efforts through proactive issue resolution and relationship managementTravel:No travel RequirementSupervisory Responsibilities:This position has supervisory responsibilities.RequirementsMinimum RequirementsBachelor's degree preferred in Business, Operations, or related field5+ years of Customer Service or Sales Support Experience2–4 years of leadership or workforce management experience preferredStrong experience managing escalations and strategic customer situationStrong background in QA, coaching, and KPI managementERP/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.