Supervisor - Customer Service

2 weeks ago


Orlando, Florida, United States WESCO Full time

As the Customer Service Supervisor, you will be leading a team of representatives who handle customer inquiries through phone, walk-ins, and email. Your main focus will be ensuring that service levels meet the required standards in either Clayton, Charlotte (North Carolina), or Orlando (Florida). You will be responsible for training and guiding your team on company policies and best practices, as well as identifying areas for operational enhancements and implementing solutions.

Responsibilities:

  • Maintain standard processes and procedures for purchasing, PO completion, communication with branches and suppliers, and other aspects affecting buying activities
  • Monitor daily buying activities to spot opportunities for improved performance, training, and sharing best practices; investigate and resolve any deviations from system parameters
  • Ensure the procurement group follows company and contractual guidelines for sourcing, editing, pricing, and expediting
  • Review and distribute incoming orders, offering sourcing assistance as required
  • Resolve customer and supplier invoice/credit issues promptly
  • Align with performance objectives outlined in customer contracts and internal order processes
  • Analyze program performance metrics and margins for assigned programs
  • Participate in customer/program performance meetings
  • Build relationships with key supplier contacts to drive process improvements
  • Assist in customer audits and market baskets
  • Collaborate with Group Program and Site Managers to ensure savings targets are achieved
  • Provide feedback on necessary systems changes based on customer needs
  • Manage PTO, potentially contribute to team appraisals and interviews, and offer insights on hiring new team members
  • Cultivate a motivated team with shared goals and a culture of success, ensuring thorough training in SOP, SOX controls, and ISO requirements
  • Represent WESCO professionally to internal and external stakeholders, emphasizing continuous improvement and adherence to core values

Qualifications:

  • High School Diploma or Equivalent required; Bachelor's Degree preferred
  • 3 years of customer service experience
  • 1 year of leadership or supervisory experience
  • 3 years of purchasing MRO/Indirect materials
  • 3 years of experience in WIS order processes as Buyer CSR/Sr. Buyer CSR
  • Knowledge of purchasing, inventory concepts, and industry practices
  • Familiarity with industry suppliers, customers, and competitors
  • Understanding of business performance metrics
  • Excellent verbal and written communication skills
  • Strong negotiation, problem-solving, and analytical abilities
  • Proficiency in computer skills related to purchasing and inventory management systems
  • Ability to exercise sound judgment and take on leadership responsibilities

Wesco International, Inc., and its subsidiaries and affiliates provide equal job opportunities without discrimination based on race, religion, gender, age, disability, or other characteristics protected by law. This opportunity is open to US applicants only, as we are committed to being an Equal Opportunity and Affirmative Action Employer.


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