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Customer Relations Supervisor

2 months ago

Vernon Hills, United States CDW Full time

**Description**

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

The Supervisor Customer Relations will oversee the day-to-day operations and performance of the Customer Relations Team. The supervisor focuses on providing outstanding customer service skills, that will help create an atmosphere of exceptional service to our CDW customers The supervisor is also responsible for handling complex or escalated customer situations including calls, freight and price adjustments, and certain return and service requests. Additionally, the supervisor serves as a liaison to other departments including but not limited to Sales, Distribution Center, Credit Services, and Vendor Returns.

Key Areas of Responsibility
- Handle Complex or escalated customer situations, including calls, freight, price adjustments, and return and service request.
- Maintain open communication with and serve as a liaison to other departments, including Sales, Distribution Center, Credit Services, and Vendor Returns and work closely with them to streamline processes.
- Supervise and motivate a team of Coworkers, including hiring, training, coaching, providing feedback, development, and performance management.
- Communicate important procedural updates while monitoring daily workload volume and overdue tasks.
- Manage projects and specialty assignments.
- Monitor department service levels to ensure customer satisfaction as you look for innovations to improve department efficiencies and elevate customer service.
- Provide consistent feedback and assist with the completion of annual performance reviews.

Education and/or Experience Qualifications
- High school diploma or GED
- 4 years customer service experience
- 1 year experience in a Leadership capacity

Required Qualifications
- Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including customers.
- Proven ability to mentor others.
- Strong conflict resolution and problem-solving skills.
- Demonstrated ability to build productive cross-functional relationships.
- Strong organizational skills and excellent time management.
- Ability to think creatively and strategically.
- Ability to promote a healthy, productive, and positive environment.
- Must use good judgment and can act decisively at the right time and exhibit critical thinking.
- Proven ability to respond quickly to changing priorities of the department.

Preferred Qualifications
- Bachelor's Degree
- Call center experience

**Who we are**:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

**What you can expect from us: Culture, coworkers, careers.**
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

**Equal Opportunity Employer, including disability and protected veteran status

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