Customer Service Manager

Graybar Canada is looking for people with a desire to start a long-lasting career at one of the oldest and largest wholesale electrical distributors in Canada.

Graybar Canada – a division of Graybar Electric US – is a leader in the distribution of high quality electrical, automation and telecommunications products that supports these operations through related supply chain management and logistics services. We are also a Fortune 500 company.

Graybar operates more than 250 distribution facilities throughout North America, with over 30 branches across Canada alone. As one of the world’s largest employee-owned companies, Graybar Canada has the power and stability of a big corporation and the integrity and drive of a neighborhood business.

Graybar Canada has an exciting career opportunity available.  We are currently seeking a Manager, Customer Service to join our Niagara Falls, ON branch.

Graybar Canada offers a competitive compensation and benefits package including:

• No Evening or Weekend Shifts
• TELUS Health Virtual Care
• Cost shared Health and Dental Benefits                
• Life & AD&D Insurance                     
• Employee Profit Sharing Program
• Long Term Disability Benefits
• Group RRSP Matching
• Corporate Fitness Membership Program
• Employee Share Purchase Program
• Computer Purchase Plan
• Tuition Reimbursement Program
• Service Awards Program

Position Summary:

To coordinate and supervise all customer service activities to achieve total customer satisfaction consistent with good business practices.  Oversee activities to assist with the resolution of branch-related service issues.

Major Responsibilities:

• Supervise all front-line customer service functions including counter sales representatives, warehouse support persons and administrative support staff to maintain established service standards.  Perform on-going department inspections to verify timeliness and accuracy of service.
• Set branch schedules and procedures to meet local service requirements.
• Coordinate with counter sales reps to address and resolve customer service concerns and claims.
• Staff all branch customer service positions.  Conduct performance appraisals for these positions and prepare candidates for promotion.
• Direct procedural, product and application training for branch service personnel and develop individualized training plans for all service personnel.
• Responsible for prompt shipment of customer orders, efficient warehouse operations and good housekeeping.

Preferred Skills & Experience:

• College diploma or equivalent work experience.
• Broad knowledge of Company’s products, services and operations.
• Understanding and commitment to Company quality goals and standards.
• Excellent communication skills and leadership skills required.
• Ability to prioritize work and be flexible.
• Consistently able to meet deadlines.
• Ability to handle customer complaints and mediate customer disputes.
• Working knowledge of PC’s including Microsoft Word and Excel.