Supervisor - Customer Service

WESCO • Suwanee, GA • 1d ago

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

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