Technical Customer Service Manager – Low Voltage Wire & Cable

GCG

Technical Customer Service Manager leading a customer service team in a remote, distribution-focused environment for low voltage wire and cable. Ensuring resolution of complex issues and delivery of exceptional service.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $115,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

5+ years of relevant experience leading a customer service, support, inside sales, order management, or similar team in a fast-paced, time-sensitive environment; Previous experience within low-voltage wire and cable is strongly preferred
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; Salesforce experience is preferred
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

Benefits

Comp & perks

Competitive annual salary ranging from $100,000 to $115,000 dependent on relevant industry experience and eligibility for annual bonus based on company and individual performance
Comprehensive Health Coverage: Multiple medical plan options (CDHP and PPO) to get you the coverage you need
Robust Financial Security: Company-paid life and disability insurance, 401(k) with company match, plus options for supplemental critical illness, accident, and hospital indemnity plans
Generous Time Off: PTO plan with paid holidays, paid parental leave, and paid compassionate care leave to support personal well-being and family needs
Wellness & Support Programs: Employee Assistance Program (EAP), wellness incentives, and telehealth access
Extras That Matter: Dental and vision plans, FSAs/HSAs with company contributions, pet insurance, legal services, and ID theft protection for peace of mind
An employee-centric company that values and truly appreciates our most important asset: You!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceorder managementinventory managementshipment trackingdata interpretationperformance metricsprocess improvementsKPI trackingteam leadershipproduct knowledge

Soft Skills

communicationproblem-solvingorganizational skillstime managementadaptabilitydetail orientationanalytical skillsinitiativecollaborationprofessionalism