Technical Customer Service Manager – Low Voltage Wire & Cable
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Job Description
Technical Customer Service Manager leading a customer service team in a remote, distribution-focused environment for low voltage wire and cable. Ensuring resolution of complex issues and delivery of exceptional service.
Responsibilities:
- Lead, coach, and support a team of approximately five Customer Service / Support Representatives, ensuring the team delivers timely, accurate, and professional service in a fast-paced distribution environment
- Serve as the primary escalation point for complex or urgent customer issues, including product shortages, shipping delays, inventory discrepancies, delivery concerns, and order fulfillment challenges.
- Ensure customer inquiries related to order status, product availability, delivery tracking, returns, exchanges, and shipment updates are handled with urgency, accuracy, and professionalism
- Oversee and support the management of pricing files for major customers, helping ensure accuracy and responsiveness for key accounts and commercial partners
- Partner closely with Account Managers and commercial team members to support customer needs, communicate order or inventory issues, and provide information needed for major RFPs, customer requests, and account support
- Collaborate with functional teams including warehouse, logistics, supply chain, inventory management, finance, and sales to resolve service issues and improve the overall customer experience
- Monitor customer orders proactively to identify potential fulfillment concerns, escalate risks appropriately, and help prevent customer-impacting delays
- Track customer service KPIs such as response time, order accuracy, issue resolution time, and customer satisfaction to identify trends, performance gaps, and opportunities for improvement.
- Recommend and implement process improvements that support order accuracy, delivery speed, inventory visibility, and overall customer service efficiency
- Oversee onboarding and ongoing training for Customer Service Representatives, ensuring the team has strong product knowledge, systems proficiency, and an understanding of distribution, logistics, and customer support best practices
- Foster a positive, collaborative, and accountable team environment that supports communication, problem-solving, professional growth, and high-quality customer service
- Support organizational change initiatives and communicate updates clearly to the team
- Perform other duties as assigned
Requirements:
- 5+ years of relevant experience leading a customer service, support, inside sales, order management, or similar team in a fast-paced, time-sensitive environment; Previous experience within low-voltage wire and cable is strongly preferred
- Strong understanding of distribution, order fulfillment, inventory management, shipment tracking, and customer escalation workflows
- Ability to lead a team effectively while also contributing individually when needed
- Demonstrated proficiency with ERP and CRM platforms; Salesforce experience is preferred
- Strong proficiency with Microsoft Office tools, including Excel, Outlook, Teams, and related business applications
- Adept at managing change, setting priorities, and helping a team stay focused in a fast-moving environment
- Strong detail orientation and analytical skills, with the ability to interpret data and use performance metrics to drive service improvements
- Excellent communication skills, with the ability to interact effectively with customers, vendors, sales partners, functional teams, and senior leaders
- Strong time management, organizational, and execution skills
- Ability to work independently, take initiative, develop practical solutions, and drive work toward targeted results
- Adaptability, professionalism, and a customer-first mindset
Benefits:
- Competitive annual salary ranging from $100,000 to $115,000 dependent on relevant industry experience and eligibility for annual bonus based on company and individual performance
- Comprehensive Health Coverage: Multiple medical plan options (CDHP and PPO) to get you the coverage you need
- Robust Financial Security: Company-paid life and disability insurance, 401(k) with company match, plus options for supplemental critical illness, accident, and hospital indemnity plans
- Generous Time Off: PTO plan with paid holidays, paid parental leave, and paid compassionate care leave to support personal well-being and family needs
- Wellness & Support Programs: Employee Assistance Program (EAP), wellness incentives, and telehealth access
- Extras That Matter: Dental and vision plans, FSAs/HSAs with company contributions, pet insurance, legal services, and ID theft protection for peace of mind
- An employee-centric company that values and truly appreciates our most important asset: You!
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