Supervisor - Customer Service

Supervisor - Customer Service

As the Supervisor - Customer Service, you will supervise a staff of customer service representatives that respond to requests from customers by telephone, walk-ins and/or e-mail and manages the daily workload to ensure required service volume and quality levels are attained. You will train and coach staff in standard policies, procedures, and best practices. You will identify opportunities for operational improvements and implements solutions.

Responsibilities:

• Ensure standard processes and procedures for buying, PO completion, branch & supplier communication, and other areas impacting buying activities
• Monitor buying activity on a day-to-day basis to identify opportunities to improve working capital/service performance, training, and best-practice sharing; investigate and resolve why buying activities outside of system parameters are taking place
• Ensure process group is sourcing, editing, pricing and expediting within the company and contractual guidelines
• Review/distribute all incoming orders (spot buy/replenishment) providing sourcing guidance as needed
• Follow up in resolving all customer and supplier invoice/credit issues
• Drive performance objectives set forth in both the customer contract as well as the internal order process
• Review program performance metrics, margin analysis of his/her programs
• Participate in all customer/program performance calls
• Establish relationships with key supplier contacts needed to support process improvement
• Assists with customer audits and market baskets
• Work with Group Program and Site Managers to insure savings goals are being met
• Provides insight on any systems changes that need to occur based on customer demand or requirements
• Manage PTO and may contribute to performance appraisals of team and interviews and provides input on new team employees
• Develop, nurture, and grow a focused and motivated team of people with common goals and a strong sense of interdependence for success; ensures all team members are adequately trained following established SOP and SOX controls along with providing all the required training documentations for ISO
• Represent WESCO management to all internal and external constituencies of the company with a high degree of professionalism and a focus on continuous improvement, while exhibiting and providing the example to others of our shared values of integrity, customer interests first, mutual support, respect for individuals, creativity and diversity

Qualifications:

• High School Degree of Equivalent required; Bachelor's Degree preferred
• 3 years experience in the customer service field
• 1 year lead or supervisory experience
• 3 years of purchasing MRO/Indirect materials experience
• 3 years of WIS order process, procedures as Buyer CSR/Sr. Buyer CSR
• Knowledge of purchasing and inventory concepts, practices, and procedures
• Knowledge of industry including suppliers, customers and competitors
• Knowledge of business performance measures
• Strong verbal and written communication skills
• Strong negotiation skills
• Strong problem solving skills
• Strong analytical skills
• Strong computer skills including purchasing and inventory management systems, programs and reports
• Ability to exercise judgement
• Ability to assume leadership