Job Description

As the Manager – Customer Service, you will manage a team responsible for ensuring customer service levels are met or exceeded. You will establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. You will monitor and measure service metrics and utilize the data to develop standards, improvements, or changes to processes in addition to making recommendations for changes to products or services based on customer feedback and requests. You will have overall responsibility for ensuring department goals are successfully met or exceeded.

Responsibilities:

• Ensures compliance to policies and procedures.
• Develops and monitors appropriate measures for customer service performance, which may include service level, order entry accuracy, calls abandoned, average talk time, occupancy, and productivity.
• Manages people and processes to ensure customer interaction is handled correctly, timely, and with a sense of urgency.
• Analyzes report findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly.
• Develops, nurtures, and grows a focused and motivated team of employees with common goals and a strong sense of interdependence for success. Ensures employees are trained in all activities related to the system and job functions.
• Represents management to internal and external constituencies with high degree of professionalism and a focus on continuous improvement, while exhibiting and providing an example to others of our shared values of integrity, customer interests first, mutual support, respect for individuals, creativity, and diversity.
• Works with Inside Sales in handling of quotations, expediting shipments, providing price and delivery information.
• Depending on location, may be responsible for the building operation and maintenance (including all service contracts and IT support), as well as all physical assets at the location. Maintain the location areas (counter, office, and warehouse) in a 6S state.
• Depending on location, may conduct inventory control procedures.
• May be required to obtain LEAN certification and lead and/or support corporate or regional LEAN Initiatives, applying kaizen methodology to location processes and operations.

Qualifications:

• High School Degree or Equivalent required.
• Bachelor’s Degree preferred.
• 5+ years of directly related training or experience required.
• Business and management principles involved in strategic planning, resource allocation, and production methods.
• Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build strong business relationships with other functional areas to best support mutual objectives.
• Strong problem-solving skills and ability to analyze workflow and processes in order to provide excellent service to internal and external customers.
• Excellent written and verbal communication skills.
• Strong computer skills.
• Ability to effectively prioritize and execute tasks.
• Adept at conducting research into project-related issues and products.
• Ability to learn, understand, and apply new technologies.
• Time management skills.

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This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.

For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.

In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here