Supervisor - Customer Service

WESCO•Knoxville, TN

74d

About The Position

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.

Requirements

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

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