Supervisor - Customer Care

Join to apply for the Supervisor - Customer Care role at Wesco Join to apply for the Supervisor - Customer Care role at Wesco Get AI-powered advice on this job and more exclusive features. This range is provided by Wesco. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $56,492.00/yr - $90,387.00/yr Job Description As a Supervisor – Customer Care, you will supervise multiple priorities in a customer-centered environment. You will supervise a team that manages a diverse set of tasks and responsibilities. In addition, you will interact with other internal departments such as Sales and Operations to support the end customer. You will provide exceptional 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, as well as train and coach staff in standard policies, procedures, and best practices. Responsibilities Ensures organizational goals are communicated and understood Coordinates employee work assignments to achieve consistent compliance with standard procedures, policies, and quality system requirements Maintains timely and accurate adherence to the location(s) audit control and compliance tool Maintains open communication and a high-level supportive relationship with Sales, Operations and other cross functional departments to ensure service levels are met Trains and coaches staff in standard policies, procedures, and best practices Review and address customer complaints; drive root cause analysis and implement corrective action Monitors ServiceNow or other systems regionally to ensure SLA’s are being consistently achieved and identify areas for improvement Ensures accurate time, attendance, and performance management records are maintained Assists in developing and documenting task/work processes Routinely assesses team work assignments and process flows to identify opportunities for continuous improvement for internal/external customers Recommends performance management actions Qualifications High School Degree or Equivalent required; Associates’ Degree (U.S.)/College Diploma (Canada) preferred 3 years of administration and/or customer support experience 1 year experience leading or supervising in an administrative environment Ability to oversee and supervise a team who may at times work virtual Ability to multi-task while working in a team environment Strong verbal and written communication skills Strong attention to detail Familiar with Microsoft Office, and ability to perform basic computer skills Demonstrated leadership, teamwork and flexibility 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 coach people to develop their skills and abilities to achieve objectives Ability to define and implement processes and technologies to optimize and integrate 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 Experience with Oracle or other large integrated financial system preferred Ability to travel up to 25% Compensation Details: $56,492.00 - $90,387.00 Annually This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements. For eligible positions, compensation may also include participation in a bonus or sales compensation plan paid according to achievement against sales targets and/or business objectives. Depending on the role, equity and other forms of compensation may also be provided as part of a total compensation package. In addition, Wesco offers a full range of benefits such as paid time off, medical/dental/vision insurance, and retirement savings plans for eligible employees. More information about benefits is available here . About The Team At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. Our Company’s greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits and active community engagement, we create an environment where every team member has the opportunity to thrive. Learn more about Working at Wesco here and apply online today! Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500 company. Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer. Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Industries Wholesale Referrals increase your chances of interviewing at Wesco by 2x Sign in to set job alerts for “Customer Care Supervisor” roles. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr Wesco