Senior Customer Service Lead - Operations & KPIs

Safran Electrical and Power; Sarasota (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Safran Electrical & Power in Sarasota, FL is seeking a Customer Service Supervisor to lead a dedicated Service Centre team delivering frontline business support, order management, and coordination of customer requests. You will implement customer service policies to improve operational efficiency and ensure consistent execution by the team.

The role requires strong leadership, cross-functional collaboration, and a focus on delivering superior customer service while maintaining contractual and

Qualifications

• Bachelor's Degree from an accredited institution.
• Minimum 5 years' experience interfacing with customers.
• Experience supervising teams or associates and coaching to achieve daily goals.
• Strong verbal/written communication and interpersonal skills.
• Flexibility to work shifts, including evenings, weekends and holidays.

Responsibilities

• Lead and develop the Customer Service team, including workload distribution, training, performance management, and process audits.
• Serve as the primary escalation point for customer inquiries, urgent requests, Tier 1 accounts, and AOG orders.
• Oversee order management, contract review, quotations, invoicing, warranty administration, collections, and customer communications.
• Ensure order and demand review processes align with contractual requirements and business objectives.
• Partner with Operations, Sales, Finance, Program Management, Trade Compliance, and Key Account Managers to meet customer commitments.
• Drive high levels of customer satisfaction through proactive issue resolution and continuous communication.
• Monitor KPIs including customer satisfaction, on-time delivery, turnaround time, warranty performance, and service levels.

Skills

Leadership

Coaching

Communication

Problem solving

Team development

Education

Bachelor's Degree

Tools

SAP/ERP

Job description

Safran Electrical & Power in Sarasota, FL is seeking a Customer Service Supervisor to lead a dedicated Service Centre team delivering frontline business support, order management, and coordination of customer requests. You will implement customer service policies to improve operational efficiency and ensure consistent execution by the team.

The role requires strong leadership, cross-functional collaboration, and a focus on delivering superior customer service while maintaining contractual and