Manager - Customer Care

Wesco • Jacksonville, FL

11d

About The Position

As a Manager – Customer Care, you will manage multiple priorities in a
customer-centered environment. You will be responsible for one location or group
of locations, typically with up to $100M in sales revenue. You will lead a team
and may have up to one leader/supervisor as a direct report, which manages a
diverse set of tasks and responsibilities. You will provide customer service
through request fulfillment, problem resolution and proactive identification and
correction of company profit leaks. You will oversee key performance indictors
(KPIs) to maintain and improve service quality.

Requirements

• High School Degree or equivalent required; Associate Degree (U.S.)/College Diploma (Canada) - Business Administration or related field preferred
• 5 years of administrative and / or customer support experience
• Ability to multi-task while working in a team environment
• Familiar with Microsoft Office, and ability to perform basic computer skills
• Demonstrated leadership, teamwork and flexibility
• Ability to oversee and manage a team who may at time work virtual
• The ability to communicate effectively, at all levels of a large organization
• Ability to anticipate and prepare for customer needs
• Ability to adapt and communicate a need for change, create all necessary conditions for a successful change and overcome various forms of resistance
• Ability to travel up to 25%

Nice To Haves

• Knowledge of WESCO policies, systems and procedure concerning purchasing, inventory, quality and administration preferred
• Experience in participating and/or leading Lean and/or Six Sigma events for the purposes of process improvements preferred

Responsibilities

• Interact with other internal departments such as Sales and Operations to support the end customer
• Ensures organizational goals are communicated and understood, manages execution, and measures results for assigned location or functions
• Lead the implementation of consistent compliance with standard procedures, policies, and quality system requirements
• Maintain timely and accurate adherence to the location audit control and compliance tool
• Actively monitor receivables, payables and appropriate general ledger (GL) accounts to identify errors and maximize bottom line performance, reduce carrying costs, and satisfy customers
• Maintain open communication and a high-level supportive relationship with Sales, Operations and other cross functional departments to ensure service levels are met
• Select, manage and evaluate staff; develops and trains employees in activities related to job function requirements
• Review and address customer complaints; drive root cause analysis and implement corrective action
• Monitor ServiceNow or other systems regionally to ensure service level agreements (SLAs) are being consistently achieved and identify areas for improvement
• Routinely assess team workload and process flows to identify opportunities for continuous improvement for internal/external customers
• May manage employees in a unionized environment

Benefits

• 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 [https://www.wesco.com/us/en/our-company/careers/work-at-wesco.html#benefits]
• Through comprehensive benefits [https://www.wesco.com/us/en/our-company/careers/work-at-wesco.html#benefits] and active community engagement, we create an environment where every team member has the opportunity to thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED