This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Customer Service Manager - Low Voltage Wire & Cable based in the United States.
This is a hands-on leadership role responsible for guiding a high-performing customer service team in a fast-paced distribution environment. You will oversee daily operations tied to order management, pricing accuracy, logistics coordination, and customer issue resolution, ensuring customers receive timely and reliable support. In this role, you will act as a key escalation point for complex service challenges while partnering closely with sales, supply chain, warehouse, logistics, and finance teams. You will also play a critical role in improving processes, strengthening operational efficiency, and enhancing the overall customer experience. The position requires both leadership capability and direct problem-solving involvement, making it ideal for someone who thrives in operational environments. A strong understanding of low voltage wire and cable distribution workflows will help you succeed in this highly collaborative, customer-focused role.
Accountabilities:
- Lead, coach, and develop a team of Customer Service / Support Representatives, ensuring high-quality execution across order management, customer communication, and issue resolution.
- Serve as the primary escalation point for complex customer issues including order delays, inventory discrepancies, shipment tracking problems, and fulfillment challenges.
- Oversee customer service operations related to order status, product availability, pricing accuracy, returns, and logistics coordination.
- Partner closely with sales and account management teams to support customer requests, RFPs, and account-specific service needs.
- Collaborate with supply chain, warehouse, logistics, inventory, and finance teams to ensure accurate and timely order fulfillment.
- Monitor customer orders proactively to identify risks, resolve bottlenecks, and prevent service disruptions.
- Track and analyze key performance metrics such as response time, order accuracy, resolution speed, and customer satisfaction.
- Identify and implement process improvements to enhance efficiency, accuracy, and overall customer experience.
- Lead onboarding, training, and ongoing development of customer service team members, ensuring strong product and systems knowledge.
- Foster a collaborative, accountable, and customer-first team culture focused on continuous improvement and operational excellence.
Requirements
- 5+ years of experience leading customer service, inside sales, order management, or support teams in a fast-paced distribution or manufacturing environment.
- Strong understanding of distribution operations including order fulfillment, inventory management, logistics, and customer escalation workflows.
- Experience in or strong familiarity with low voltage wire and cable distribution is strongly preferred.
- Proven ability to lead teams while also contributing directly to problem-solving and customer support when needed.
- Proficiency with ERP and CRM systems; Salesforce experience is a strong plus.
- Strong analytical skills with the ability to interpret data and use KPIs to drive performance improvements.
- Excellent communication and interpersonal skills with the ability to engage customers, internal teams, and senior stakeholders effectively.
- Strong organizational, time management, and prioritization abilities in a high-volume environment.
- Ability to manage change, support team alignment, and maintain focus in a dynamic operational setting.
- Hands-on, proactive mindset with strong problem-solving and decision-making capabilities.
Benefits
- Competitive annual salary between $100,000 and $115,000, based on experience.
- Eligibility for annual performance-based bonus.
- Comprehensive medical, dental, and vision insurance coverage.
- Company-paid life insurance and short- and long-term disability coverage.
- 401(k) retirement plan with company matching contributions.
- Generous paid time off, including holidays, parental leave, and compassionate care leave.
- Health and wellness programs, including Employee Assistance Program (EAP) and telehealth access.
- Flexible remote work arrangement.
- Additional benefits including FSAs/HSAs with company contributions, pet insurance, legal services, and identity theft protection.
- Supportive, people-focused culture with strong emphasis on collaboration, accountability, and continuous improvement.