Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- 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
Company Overview
GCG is a global provider of wire, cable, and connectivity products, as well as customized solutions for automated factories, serving diverse sectors including Communications, OEM, Data Centers, Renewable Energy and more. It was founded in 2016, and is headquartered in Chicago, Illinois, US, with a workforce of 1001-5000 employees. Its website is https://www.gogcg.com/.