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%

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