Hybrid Customer Service Supervisor: Sourcing & Ops

Wesco; Chicago (IL); Hybrid; USD 65,000 - 84,000; Full time

Benefits offered by this job

paid time off

medical

dental

vision coverage

retirement savings plans

Job summary

Wesco seeks a Supervisor - Customer Service to lead a team of representatives responding to customer inquiries via phone, walk-ins and email, ensuring service levels and quality goals are met. You will train, coach, and develop staff, identify opportunities for operational improvements, and implement solutions to boost efficiency.

The role focuses on supervising order flow, collaborating with suppliers and internal teams, and driving performance against contracts and KPIs.

Qualifications

• Strong verbal and written communication skills.
• Experience with purchasing and inventory concepts.
• Knowledge of processes for buying, PO completion and supplier communication.
• Ability to supervise, train and coach staff.
• Experience with MS Office and purchasing/inventory systems.

Responsibilities

• Ensure standard processes and procedures for buying, PO completion, branch & supplier communication, and other areas impacting buying activities
• Monitor buying activity to identify opportunities to improve working capital/service performance; investigate why activities deviate from parameters
• Ensure sourcing, editing, pricing and expediting within contractual guidelines
• Review/distribute all incoming orders providing sourcing guidance as needed
• Follow up on customer and supplier invoice/credit issues
• Drive performance objectives set forth in customer contracts and internal orders
• Review program performance metrics and margin analysis
• Participate in customer/program performance calls
• Establish relationships with key supplier contacts for process improvement
• Assist with customer audits and market baskets
• Work with Group Program and Site Managers to ensure savings goals
• Provide insight on systems changes needed by customer demand
• Manage PTO and contribute to performance appraisals and interviews
• Develop and grow a focused, trained team aligned with SOP and SOX controls
• Represent Wesco with professionalism and a culture of integrity and collaboration
• Location: Glenview, IL (Hybrid)

Skills

Verbal communication

Written communication

Negotiation

Problem solving

Analytical skills

Computer skills

Judgement

Leadership

Education

Bachelor's degree preferred

High School Degree or Equivalent

Job description

Wesco seeks a Supervisor - Customer Service to lead a team of representatives responding to customer inquiries via phone, walk-ins and email, ensuring service levels and quality goals are met. You will train, coach, and develop staff, identify opportunities for operational improvements, and implement solutions to boost efficiency.

The role focuses on supervising order flow, collaborating with suppliers and internal teams, and driving performance against contracts and KPIs.