Customer Service Manager (Account Services Manager)

Salary: $90,000-$95,000yr Location: Miami, FL The Account Services Manager is responsible for leading, developing, and managing the Account Services team to ensure high-quality customer support, strong performance management, and consistent execution of service level expectations. This role has a strong focus on people leadership, reporting, and performance analytics, ensuring visibility of key operational metrics and driving continuous improvement through data-driven decision-making. The Account Services Manager partners with Sales, Technical Account Managers, Supply Chain, Finance, and Quality to ensure alignment, effective communication, and exceptional customer experience.

What You Will Do: Everyday: Lead, coach, and develop the Account Services team. Manage team performance, employee development, and staffing activities. Develop and analyze KPI reports, dashboards, and operational metrics. Monitor customer service performance, order processing, backlog, and on-time delivery. Collaborate with Sales, Supply Chain, Finance, Quality, and Technical Account Managers to support business objectives. Drive continuous improvement through data analysis and process enhancements. Support customer escalations and ensure timely issue resolution.

Qualifications: Bachelor's degree preferred in Business, Operations, Supply Chain, or related field. 5+ years of customer service, account services, or sales support experience. 3 - 4 years of leadership or people management experience. Strong KPI reporting, analytics, and performance management experience. Advanced Excel skills required. Bilingual English and Spanish required. Aerospace or regulated industry experience preferred. Skills Leadership and team development Data analysis and reporting Customer service excellence Problem solving and continuous improvement Strong communication and collaboration skills Work Environment & Travel Professional office environment. Less than 10% travel required. Must be eligible for air travel. Valid driver's license preferred. Work Authorization/Security Clearance Requirements/Equal Opportunity Employer To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Graco Roberts is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Graco Roberts makes hiring decisions based solely on qualifications, merit, and business needs at the time.