Bilingual Customer Service Supervisor

$45,760 - $52,000/Yr

Masters Building Products - Plant City, FL

Full-time - Mid Level

Plant City, FL

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Bilingual Customer Service Supervisor at Masters Building Products is responsible for overseeing the customer service team while ensuring high standards of service delivery. This role combines supervisory responsibilities with hands-on customer service tasks in a fast-paced environment, focusing on team development, performance monitoring, and customer satisfaction.

Responsibilities

• Uphold company protocols and develop customer service standards.
• Organize and evaluate service and delivery systems and procedures.
• Supervise CSR staff and ensure adherence to company policies.
• Develop, motivate, evaluate, and coach staff on work procedures and teamwork.
• Monitor calls and provide ongoing feedback to staff.
• Process orders and handle billing for the branch.
• Monitor performance measures and metrics such as purchase orders and sales orders.
• Allocate resources to meet volume and performance demands.
• Analyze and communicate team performance regularly.
• Issue warnings and feedback to team members and create coaching opportunities.
• Identify developmental needs for individual team members.
• Attract, select, and retain diverse talent to achieve business goals.
• Build a cohesive team that works well together.
• Act as a liaison between staff and other business areas.
• Monitor day-to-day customer interactions including endorsements and cancellations.
• Train CSR's in suggestive selling techniques.
• Maintain customer credentials, project logs, and time clock monitoring.
• Develop opportunities within the department in conjunction with other departments.
• Independently establish call plans and customer follow-ups.
• Ensure all dispatched sales orders are billed on the same day.
• Review daily cash drawers of CS representatives and ensure they balance.

Requirements

• Bilingual in English and Spanish is a must.
• Minimum 3 years of experience as a Customer Service Supervisor, preferably in the construction, flooring, or lumber sales industry.
• Excellent presentation and decision-making skills.
• Strong coaching and supervision abilities.
• In-depth product knowledge and management skills.

Nice-to-haves

• College degree is a plus.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance