Customer Service Manager (Miami Gardens)

<div class="content-intro"><p><strong>Come Join Us!</strong></p> <p>From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects&nbsp;<a class="" href="https://obe.com/projects/" target="_blank">here</a>.</p> <p>Start your journey with OBE and help us build the future.</p></div><p>&nbsp;</p> <p><strong>What&nbsp;You’ll&nbsp;Get&nbsp;to&nbsp;Do</strong></p> <p>The <strong>Customer Service Manager </strong>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.</p> <p>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.</p> <p>Job&nbsp;responsibilities&nbsp;include:</p> <ul> <li>Manage&nbsp;employees&nbsp;by&nbsp;communicating&nbsp;job&nbsp;expectations,&nbsp;coaching,&nbsp;counseling,&nbsp;reviewing&nbsp;and&nbsp;enforcing&nbsp;policies&nbsp;and&nbsp;procedures</li> <li>Handle&nbsp;escalated&nbsp;customer&nbsp;complaints&nbsp;and&nbsp;complex&nbsp;inquiries,&nbsp;including&nbsp;time-sensitive&nbsp;requests&nbsp;tied&nbsp;to&nbsp;hurricane-season&nbsp;and&nbsp;impact-glass&nbsp;project&nbsp;deadlines</li> <li>Monitor&nbsp;KPI's&nbsp;such&nbsp;as&nbsp;response&nbsp;time,&nbsp;resolution&nbsp;rate&nbsp;and&nbsp;customer&nbsp;satisfaction</li> <li>Conduct&nbsp;training&nbsp;sessions&nbsp;and&nbsp;performance&nbsp;evaluations</li> <li>Collaborate&nbsp;with&nbsp;various&nbsp;teams&nbsp;including&nbsp;sales&nbsp;and&nbsp;operations,&nbsp;including&nbsp;local&nbsp;branch&nbsp;and&nbsp;regional&nbsp;leadership</li> <li>Prepare&nbsp;reports