Technical Customer Service Manager - Low Voltage Wire & Cable

GCG is a company that powers, connects, and automates the world, and they are seeking a Technical Customer Service Manager to lead their customer service and support team. This role involves overseeing a team, managing customer inquiries, and collaborating with various functional teams to ensure exceptional service and support in a distribution-focused environment.

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
• 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
• 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
• Previous experience within low-voltage wire and cable is strongly preferred
• Salesforce experience is preferred