Support Services Team Lead

Park Street Imports•Miami, FL

About The Position

Park Street's mission is to help emerging and established alcoholic beverage companies and industry stakeholders build and manage successful businesses by providing innovative solutions and exceptional service. Park Street is a leader in cloud-native software solutions and technology-enabled back-office services for alcoholic beverage companies around the world. The company’s software solutions include tools for business management, real-time performance tracking, freight and logistics management, and regulatory compliance. Park Street’s technology-enabled services, coupled with its extensive license infrastructure and industry expertise, provide an efficient, transparent, and scalable operating platform for the import and distribution of alcoholic beverages within a fully compliant regulatory framework. The company manages transactions and the related flow of goods to and from over 120 countries. Park Street was founded in 2003 by McKinsey & Company alumni and is led by a cohesive team of professionals with deep sector experience. Park Street team members share a commitment to integrity, innovation, and achieving successful outcomes for all stakeholders. The company values developing talent, providing opportunities for personal and professional growth, and rewarding achievement. The company is an Equal Employment Opportunity employer.

Requirements

Accountability and ownership — follows through on commitments with consistency and reliability.
Process orientation — thinks systematically and brings structure to ambiguous workflows.
Collaboration — builds strong working relationships across functions and with external stakeholders.
Problem solving — identifies root causes rather than symptoms and drives issues to resolution.
Team development — invests in coaching team members and removes obstacles to enable their success.

Responsibilities

Enter purchase orders, product SKUs, and supplier information accurately into the company's order management system.
Review incoming order documentation for accuracy and completeness, flagging discrepancies and driving resolution with the appropriate stakeholders.
Process and manage inbound orders, including cataloguing, assignment, and confirmation tracking through completion.
Manage order revisions and ensure updates are reflected consistently across all applicable systems and documentation.
Create new companies and contacts in internal systems based on submitted forms and verified documentation.
Maintain customer and supplier profiles, including updates to email, phone, address, and other key contact information.
Update and maintain supplier and customer payment terms, ensuring set-up forms are complete, accurate, and properly approved.
Submit and manage IT tickets for system updates, including name changes, entity mergers, and other master data modifications.
Coordinate permissions setup and user affiliation requests for both internal employees and external contacts.
Partner with IT and Operations to ensure system changes are implemented accurately and within service-level expectations.
Create and maintain Standard Operating Procedures (SOPs) through written and recorded documentation to support training and knowledge continuity.
Identify and recommend process improvements and data entry workflow enhancements that increase efficiency, accuracy, and scalability.
Support cross-functional operations by managing entity creations and inter-departmental forwarding workflows.
Lead, coach, and develop the Support Services team, setting clear priorities and performance expectations.
Serve as the first point of escalation for complex or time-sensitive support issues, ensuring timely resolution.
Monitor team workload, productivity, and quality metrics, providing regular feedback and identifying training needs.
Partner with the Manager, Support Services on hiring, onboarding, performance reviews, and succession planning.