Associate Manager - Customer Service North America

Job Description
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 exceededEnsures compliance to policies and proceduresDevelops 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 urgencyManages a team of typically no more than 10 direct/indirect reports and / or has no Regional hub or distribution center responsibilities and no operations PNLWorks with Inside Sales in handling of order management, quotations, expediting shipments, providing price and delivery informationAnalyzes report findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctlyDevelops, 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 functionsRepresents 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 diversityDepending 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 stateDepending on location, may conduct inventory control proceduresMay lead and/or support corporate or regional LEAN initiatives, applying kaizen methodology to location processes and operationsQualifications
High School Degree or equivalent required;
Bachelor's Degree preferred4 years of experience in the customer service field2 years of supervisory or management experience4 years of required of purchasing MRO/Indirect material experience4 years of required of WIS order process, procedures as Buyer CSR/Sr. Buyer CSRBusiness and management principles involved in strategic planning, resource allocation, and production methodsPrinciples and processes for providing customer and personal services;
including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfactionAbility to build strong business relationships with other functional areas to best support mutual objectivesStrong problem-solving skills and ability to analyze workflow and processes in order to provide excellent service to internal and external customersKnowledge of purchasing and inventory concepts, practices and proceduresExcellent written and verbal communication and negotiation skillsStrong computer skills including purchasing and inventory management systems, programs and reportsAbility to effectively prioritize and execute tasksAdept at conducting research into project-related issues and productsAbility to learn, understand, and apply new technologiesAbility to travel up to 25%Compensation Details: $85,305 - $110,897 AnnuallyThis 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 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 abenefits 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 .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.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.This posting is for a current, active vacancy intended for immediate hire.
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