Customer Sales Ops Supervisor — Lead Real-Time Service

Hercules Sealing Products; Clearwater (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Hercules Sealing Products in Clearwater, FL, is seeking a Customer Sales Operations Supervisor to lead the Customer Sales Support team, ensuring service levels, quality, order accuracy, and customer experience meet our standards.

You will manage real-time queue performance, coaching, attendance, scheduling, and escalations while partnering with cross-functional teams to drive growth and profitability.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of customer service, customer sales support, or contact-center experience.
• Demonstrated ability to lead, coach, and hold employees accountable with performance management.
• Experience managing real-time queue performance, service levels, staffing coverage, and schedule adherence.
• Proficiency with Microsoft Office, especially Excel, and CRM systems.
• Bachelor's degree in Business, Operations, or a related field is preferred.

Responsibilities

• Directly supervise the assigned Customer Sales Support team to achieve performance, service, and customer-experience goals.
• Manage daily shift performance, call queues, staffing coverage, and service levels.
• Provide coaching, performance evaluations, and action plans to improve outcomes.
• Handle escalations and coordinate with cross-functional teams to improve end-to-end execution.
• Ensure compliance with procedures, product support guidelines, and customer documentation.

Skills

Customer service

Leadership

Coaching

Performance management

Queue management

MS Excel

Education

High school diploma

Bachelor's degree in Business or related field

Tools

CRM systems

NICE CXone/RingCentral

IFS ERP

Job description

Hercules Sealing Products in Clearwater, FL, is seeking a Customer Sales Operations Supervisor to lead the Customer Sales Support team, ensuring service levels, quality, order accuracy, and customer experience meet our standards.

You will manage real-time queue performance, coaching, attendance, scheduling, and escalations while partnering with cross-functional teams to drive growth and profitability.