General Summary:

Provides leadership, direction, and establishes processes for Customer Account Specialists team to increase sales & efficiency and exceeds customer expectations.

Key Responsibilities:

1.    Manages activities and provides support to the Customer Service Manager and Customer Account Specialists

2.    Works with Customer Account Leaders to develop and implement tools to assist the Customer Service team in their day-to-day responsibilities.

3.    Oversees the training and professional development of employees.

4.    Leads and influences the performance of Customer Account Specialists responsible for phone queue.

5.    Responsible for the Customer Account Specialists Mentoring Program.

6.    Researches and resolves customer services issues related to the Customer Service group.

7.    Promotes and supports E-Commerce solutions (Ex: Conexiom, EDI, EStore, etc.). 

8.    Understands and supports all Operations functions including Customer Account Specialists, Services & Returns, Warehouse, and Quality.

9.  Interviews, selects, and ensures the training of new employees; sets performance standards; coaches and counsels’ employees by providing regular and ongoing feedback, conducts annual performance evaluations.  Maintains attendance records, and reports time worked/time off for payroll processing.

Knowledge/Skills/Abilities:

1.    Bachelor’s degree in business, marketing, or purchasing required.  Equivalent in experience will be considered in lieu of meeting the education requirement. 

2.    At least two years’ sales experience with demonstrated leadership in a sales organization.

3.    Must possess strong sales & organizational skills.

4.    High degree of knowledge of electrical distribution operations and/or similar product knowledge; two or more years’ experience in operations, counter sales or in the electrical distribution industry required.

5.    Excellent written and verbal communication skills.

6.    Proficiency with web-based applications, Trend, and MS Office software.

Reporting Relationships:

Reports To:    Customer Service Manager

Direct Reports:     Customer Account Specialist - Industrial Queue

Working Conditions:    Normal office environment

EEO/AA/M/F/Vet/Disability Employer