Retail Operations Manager

Location: Miami, FL

We are in search of a skilled and motivated Retail Operations Manager to join our team. As a Retail Operations Manager, you will be responsible for overseeing the day-to-day activities of our customer service counter in Miami, FL. Your main responsibilities will include ensuring efficient order processing, delivering exceptional customer service, and driving sales growth. Your expertise in HVAC products and strong leadership skills will play a vital role in the success of our business.

Key Responsibilities:

  1. Effectively manage and supervise the operations of the customer service counter to ensure smooth order processing, timely product pickups, and the provision of exceptional customer service.
  2. Lead and train a team of counter sales representatives, offering guidance, support, and ongoing coaching.
  3. Create a customer-centric environment by providing exceptional service, addressing customer inquiries and concerns, and ensuring overall customer satisfaction.
  4. Develop and implement sales growth strategies, including the implementation of upselling and cross-selling initiatives.
  5. Maintain accurate inventory records, monitor stock levels, and coordinate with the warehouse team to ensure product availability.
  6. Collaborate with various internal departments, such as purchasing, sales, and operations, to optimize customer satisfaction and streamline processes.
  7. Stay up-to-date on industry trends, product knowledge, and competitor activities to provide expert assistance to customers and enhance sales opportunities.
  8. Monitor and analyze key performance indicators (KPIs), such as sales metrics, customer satisfaction ratings, and order accuracy, and make necessary improvements as required.
  9. Ensure compliance with company policies, procedures, and safety guidelines.
  10. Foster a positive and collaborative work environment that encourages teamwork and personal growth.


  1. Minimum of a high school diploma or equivalent; a bachelor's degree in business administration or a related field is a plus.
  2. Proven experience in a customer service or sales role within the HVAC industry, preferably in a wholesale distribution environment.
  3. Strong knowledge of HVAC products, systems, and industry practices.
  4. Excellent leadership and managerial skills, with the ability to motivate and develop a team.
  5. Exceptional interpersonal and communication skills, both written and verbal.
  6. Results-oriented mindset with a proven track record of achieving sales targets and driving business growth.
  7. Proficiency in using computer systems, including inventory management software and point-of-sale (POS) systems.
  8. Flexibility to work shifts, including weekends, as required.
  9. Familiarity with HVAC wholesale distribution processes, including order processing, product pricing, and shipping logistics, is desirable.
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