Supervisor - Customer Service

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

Job Description

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.

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

Qualifications

• 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

Compensation Details

$64,653 - $84,048 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 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.

Benefits

• paid time off
• medical
• dental
• vision coverage
• retirement savings plans

Additional details about benefits are 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.

Other Information

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.

Location

2301 Patriot Boulevard, Glenview, IL, 60026, US (Hybrid)

Job Schedule

Full time