Sales Support Supervisor

Sales Support Supervisor Company Description Kestrel Liner Agencies , one of the UK's largest liner agencies, representing niche carriers to the Caribbean. Our Miami regional HQ offers a worldwide service from over 100 ports to the Caribbean and Latin America as well as Import/Export services from North America. www.kestrel.com Position Overview We are seeking a proactive, strategic, and customer-focused Sales Support Supervisor to lead our sales support function and ensure our sales team and customers receive fast, thoughtful, and exceptional service. This role is about much more than managing a queue or responding to requests. The ideal candidate is a thinker and problem-solver who looks beyond the immediate question, understands the bigger sales opportunity, and determines the best way to support both the customer and the sales team. The Sales Support Supervisor will oversee the day-to-day sales support operation, manage response times and workflow, distribute and prioritize leads, support the sales team with timely and accurate information, and continuously identify ways to improve processes and the customer experience. The right person will naturally ask: "What is the best way to handle this?" rather than simply, "What is the standard response?" Key Responsibilities Sales Support & Queue Management Manage the daily sales support queue to ensure inquiries, requests, and leads are addressed promptly and appropriately. Establish and monitor response-time expectations and service-level standards. Prioritize requests based on urgency, customer needs, sales opportunity, and business impact. Ensure no customer inquiry or sales opportunity falls through the cracks. Identify bottlenecks and proactively adjust workflows to improve speed and efficiency. Maintain visibility into outstanding requests, aging items, and follow-up requirements. Team Leadership & Development Lead, coach, and manage the Sales Support team. Establish clear expectations around responsiveness, accuracy, ownership, communication, and customer service. Monitor team workload and redistribute work when necessary. Develop team members' ability to think critically, solve problems, and make sound decisions independently. Create a culture of accountability, collaboration, urgency, and exceptional service. Identify training opportunities and continuously improve team capabilities. Problem Solving & Continuous Improvement Act as a strategic problem-solver for complex or unusual customer and sales support situations. Challenge inefficient processes and look for better ways to accomplish the work. Develop and implement improvements that reduce response times, improve accuracy, and increase sales effectiveness. Analyze recurring questions, issues, and bottlenecks to identify root causes and long-term solutions. Partner with Sales and Operations departments to improve processes and eliminate unnecessary friction. Develop processes that allow the team to scale without sacrificing the customer experience. Customer Experience Deliver an above-and-beyond customer experience at every opportunity. Ensure customers receive thoughtful, complete, and timely responses rather than simply scripted or transactional answers. Anticipate customer needs and provide helpful information or next steps before being asked. Take ownership of issues through resolution and ensure customers do not feel passed from department to department. Identify opportunities to turn routine interactions into positive customer experiences. What We're Looking For The ideal candidate is: A thinker, not just a task-doer. You naturally look for the best solution rather than simply following the most obvious process. Highly organized and responsive. You can manage competing priorities without losing track of details or commitments. Customer obsessed. You genuinely care about creating a great experience and look for opportunities to exceed expectations. A strong people leader. You know how to coach, motivate, develop,…

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