Enable America Jobs

Overview

GCG Connectivity and Power Solutions (CPS) is currently seeking a Customer Service Manager to join our growing team!

As our Customer Service Manager, you will lead a team of Customer Service Representatives (CSRs) who provide essential support to our commercial team and customers. In this role, you will be responsible for ensuring operational efficiency, optimizing customer service processes, and maintaining high customer satisfaction levels in a fast-paced, logistics-driven environment.

Your leadership will drive seamless communication between customers and internal teams, resolving inquiries related to product shipments, order fulfillment, inventory management, and service escalations. You will also focus on continuous process improvement, leveraging data-driven insights to enhance service efficiency and customer experience.

If you thrive in a dynamic distribution environment, excel at leading high-performing teams, and are passionate about delivering an exceptional customer experience, we encourage you to apply!

What you’ll do

Team Leadership & Management

• Lead and supervise a team of Customer Service Representatives (CSRs) to ensure high-quality service and performance in a time-sensitive, fast-paced distribution environment

• Set clear performance goals, monitor progress, and provide regular feedback and coaching to enhance team capabilities

• Provide ongoing training and development to improve product knowledge, problem-solving skills, and proficiency in handling distribution-related customer inquiries

• Ensure adequate staffing coverage during peak periods, balancing schedules to maintain top-tier service levels

• Foster a collaborative, customer-centric team culture, encouraging effective communication, problem-solving, and professional growth

Customer Support & Issue Resolution

• Act as the primary escalation point for complex customer issues such as product shortages, shipping delays, and inventory discrepancies

• Oversee resolution of service-related concerns by collaborating with the commercial team, functional teams, and customers

• Ensure prompt responses to customer inquiries regarding order status, product availability, delivery tracking, and returns/exchanges

• Proactively monitor customer orders to prevent fulfillment delays and address any potential concerns

Collaboration with Commercial & Functional Teams

• Serve as the main liaison between the customer service team and Account Managers, ensuring seamless communication and support

• Partner with the commercial team to provide critical product, order, and delivery insights, helping them optimize account management and customer service strategies

• Ensure that Account Managers receive timely updates on order fulfillment, inventory shortages, and logistics concerns

• Assist in addressing customized customer needs, including special order modifications, shipping requests, and return processing

Operational Efficiency & Continuous Improvement

• Oversee order management, inventory tracking, and shipment processes to ensure smooth and efficient operations

• Implement and track key performance indicators (KPIs) such as response time, order accuracy, issue resolution efficiency, and customer satisfaction

• Collaborate with warehouse, logistics, supply chain, and finance teams to streamline operations, reduce lead times, and enhance on-time delivery performance

• Identify common customer challenges and work with cross-functional teams to develop preventive solutions

Reporting & Performance Tracking

• Prepare regular reports on team performance, order fulfillment, and customer service metrics

• Analyze customer feedback and order data to identify trends, uncover service challenges, and implement improvements

• Leverage reporting insights to enhance service levels, minimize order errors, and improve customer communication

Customer Experience Strategy

• Implement strategies to improve customer retention and satisfaction, with a focus on order fulfillment, inventory management, and delivery accuracy

• Identify pain points in customer service processes and drive improvements through process optimization, better communication, and technology enhancements

• Develop and oversee customer service onboarding and training programs to equip CSRs with the skills and knowledge necessary to excel

• Encourage continuous professional development, ensuring the team stays ahead of industry trends and service best practices

What you’ll bring

Education & Experience

• Bachelor’s degree in Marketing, Business, or Communications preferred

• Minimum of 5 years of experience in customer service / sales support management or a related field

• Proven leadership experience, with a track record of mentoring, motivating, and developing high-performing teams

• Experience working in a fast-paced distribution or logistics environment

Skills & Competencies

• Exceptional leadership and interpersonal skills, with the ability to inspire, develop, and manage a team effectively

• Strong communication skills, capable of working with internal and external partners, vendors, customers, and executives

• Ability to prioritize, multitask, and drive continuous process improvements

• Analytical mindset, using data to drive decision-making and optimize customer service operations

• Proficiency in customer service software, CRM systems, and Microsoft Office Suite (Excel, Word, PowerPoint)

What we offer

• Competitive annual salary

• Robust and affordable benefits options, including medical, dental, vision, life insurance, short and long-term disability insurance, and more 

• PTO plan with company paid holidays

• 401K with employer contribution 

• An employee-centric company that values and truly appreciates our most important asset: You!

About Allied Wire & Cable (AWC)

Allied Wire & Cable was founded in 1987 and acquired by GCG in 2021. We are a market-leading, value-added distributor of wire and cable-based connectivity and industrial automation solutions. We proudly serve the industrial OEM, factory automation, communications, and building technology markets.

About GCG

At GCG, our mission is to power, connect, and automate our world. With the responsive DNA of a startup and the size of a global leader, we offer top brands and extensive value-added services that make us an invaluable partner to our customers in multiple industry verticals across the globe. We are committed to meeting the needs of our customers, while focusing attention on our responsibility to the environment, our associates and the communities we serve.

GCG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

These duties and responsibilities listed above are judged to be "essential functions" in terms of the Americans With Disabilities Act, or ADA. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Furthermore, the above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.

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Job Locations US-Remote

ID 2024-1575

Category Customer Service/Support

Position Type Regular Full-Time