As Associate Manager - Customer Service North America, you will be responsible for managing sales operational activities to ensure customer service levels are met or exceeded, with a focus on order management, order quoting, processing, fulfillment and review. You will oversee the customer service activities for a local branch, typically with up to 10 direct and / or indirect reports and / or no Regional Hub or Distribution Center responsibilities and/or no Operations PNL. You will establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. You will monitor and measure service metrics and utilizes the data to develop standards, improvements, or changes to processes in addition to making recommendations for changes to products or services based on customer feedback and requests.

Responsibilities:

• Ensuring department goals are successfully met or exceeded

• Ensures compliance to policies and procedures

• Develops and monitors appropriate measures for customer service performance, which may include service level, order entry accuracy, calls abandoned, average talk time, occupancy, and productivity; oversees processes to ensure customer interaction is handled correctly, timely, and with a sense of urgency

• Manages a team of typically no more than 10 direct/indirect reports and / or has no Regional hub or distribution center responsibilities and no operations PNL

• Works with Inside Sales in handling of order management, quotations, expediting shipments, providing price and delivery information

• Analyzes report findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly

• Develops, nurtures, and grows a focused and motivated team of employees with common goals and a strong sense of interdependence for success; ensures employees are trained in all activities related to the system and job functions

• Represents management to internal and external constituencies with high degree of professionalism and a focus on continuous improvement, while exhibiting and providing an example to others of our shared values of integrity, customer interests first, mutual support, respect for individuals, creativity, and diversity

• Depending on location, may be responsible for the building operation and maintenance (including all service contracts and IT support), as well as all physical assets at the location; maintain the location areas (counter, office, and warehouse) in a 6S state

• Depending on location, may conduct inventory control procedures

• May lead and/or support corporate or regional LEAN initiatives, applying kaizen methodology to location processes and operations

Qualifications:

• High School Degree or equivalent required; Bachelor's Degree preferred

• 4 years of experience in the customer service field

• 2 years of supervisory or management experience

• 4 years of required of purchasing MRO/Indirect material experience

• 4 years of required of WIS order process, procedures as Buyer CSR/Sr. Buyer CSR

• Business and management principles involved in strategic planning, resource allocation, and production methods

• Principles and processes for providing customer and personal services; including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

• Ability to build strong business relationships with other functional areas to best support mutual objectives

• Strong problem-solving skills and ability to analyze workflow and processes in order to provide excellent service to internal and external customers

• Knowledge of purchasing and inventory concepts, practices and procedures

• Excellent written and verbal communication and negotiation skills

• Strong computer skills including purchasing and inventory management systems, programs and reports

• Ability to effectively prioritize and execute tasks

• Adept at conducting research into project-related issues and products

• Ability to learn, understand, and apply new technologies

• Ability to travel up to 25%

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 and Affirmative Action Employer.

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