CUSTOMER SERVICE SUPERVISOR - Werner Electric Supply : Job Details

A Great Place to Work.

At Werner Electric Supply, you'll join a growing and innovative distributor of electrical products, services, and solutions that consistently ranks as one of the top electrical distributors nationwide. As an employee of Werner Electric Supply, we're committed to improving you and our workplace. You'll receive training and development, recognition for your hard work and successes, and opportunities to volunteer so you can positively impact our customers and community. You matter to us, and we strive to retain our employees by providing career options, strong benefits, and a competitive compensation package.

Summary: Oversee a team of customer service representatives while managing day-to-day activities, ensuring service quality, and driving team performance with a customer-focused mindset.

Minimum Candidate Requirements

* Associate's degree in business administration, communication, or related field

* 2-5 years of experience in Customer Experience or Customer Service

* 2-5 years of Customer Experience leadership or related leadership experience

* Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook)

* Previous experience in the distribution industry preferred

* Technical proficiency with ERP, CRM, and Knowledge Management platforms preferred

Duties and Responsibilities

* Monitor daily order management processes, procedures, and performance metrics to deliver an exceptional customer experience.

* Assist Customer Service Representatives (CSRs) with handling escalated customer inquiries, complaints, and complex issues.

* Work in collaboration with the Sales team to support current and future customer needs and requirements.

* Help develop and implement strategies for enhancing the customer experience and our margin.

* Maintain understanding of products and services as well as internal resources to address customer inquiries.

* Supervise and mentor a team of CSRs, providing coaching, feedback, and professional development.

* Identify training needs, ensure all employees receive appropriate training, and provide successful onboarding experience for new employees.

* Lead regularly scheduled stand-up meetings with the Customer Service Team.

* Coordinate team's vacation coverage and cross training for key customer accounts and work functions to ensure customer satisfaction.

* Implement a team culture of Continuous Improvement (CI) that promotes and drives efficiency and service improvements within the CX organization.

Company Overview

Founded in 1948, Werner Electric Supply has grown from a small appliance store in downtown Neenah, WI into an award-winning employer and leading electrical distributor with 11 branch locations in Wisconsin and Upper-Michigan. Headquartered in Appleton, WI, we provide electrical, lighting, network, process, and inventory management solutions for a diverse group of industrial and construction customers. We are a growing, privately-held company with over 450 employees who uphold a family culture built around exceptional customer service. As a recent New North Workplace Excellence Award winner, we're dedicated to the continuous improvement of our people, products, and services to ensure the long-term success of our employees and customers. Apply today and find out why we're a Great Place to Work.

Employee Benefits

* Medical and Dental Insurance

* Short & Long-Term Disability Insurance

* Life and AD&D Insurance

* 401(k) Retirement Plan with company match

* Paid holidays, vacation, personal, and sick days

* Pet Insurance

* Identity Theft Protection

* Accident Insurance & Critical Illness Coverage

* Tuition Reimbursement

* Annual bonuses and merit increases based on performance

* Employee Assistance Program (EAP)

* Wellness Programs

* Career Development & Leadership Training

* Vision

* Paid Parental Leave

Werner Electric Supply is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.