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15 days ago
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Requirements and responsibilities
Paige Datacom, a GCG company, is seeking a Technical Customer Service Manager to lead a customer service and support team serving our commercial team and customers in a fast-paced, distribution-focused environment.This is a hands-on leadership role for someone who understands the urgency, accuracy, and follow-through required in order fulfillment, inventory, logistics, pricing support, and customer issue resolution. You will lead a team of approximately five Customer Service / Support Representatives, serve as an escalation point for complex customer needs, and partner closely with sales, supply chain, warehouse, logistics, inventory, finance, and other functional teams to keep customer commitments moving forward.The ideal candidate brings strong customer service or inside sales management experience in a distribution or manufacturing environment, a practical understanding low voltage wire and cable, and the ability to lead a team while also rolling up their sleeves to solve problems directly.This position reports to the Senior Vice President of the division and is fully remote, with a preference for candidates located in the Eastern or Central time zone. No travel is required.What You'll DoLead, 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 environmentServe 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 professionalismOversee and support the management of pricing files for major customers, helping ensure accuracy and responsiveness for key accounts and commercial partnersPartner 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 supportCollaborate with functional teams including warehouse, logistics, supply chain, inventory management, finance, and sales to resolve service issues and improve the overall customer experienceMonitor customer orders proactively to identify potential fulfillment concerns, escalate risks appropriately, and help prevent customer-impacting delaysTrack 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 efficiencyOversee 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 practicesFoster a positive, collaborative, and accountable team environment that supports communication, problem-solving, professional growth, and high-quality customer serviceSupport organizational change initiatives and communicate updates clearly to the teamPerform other duties as assignedWhat You'll Bring5+ 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 preferredStrong understanding of distribution, order fulfillment, inventory management, shipment tracking, and customer escalation workflowsAbility to lead a team effectively while also contributing individually when neededDemonstrated proficiency with ERP and CRM platforms; Salesforce experience is preferredStrong proficiency with Microsoft Office tools, including Excel, Outlook, Teams, and related business applicationsAdept at managing change, setting priorities, and helping a team stay focused in a fast-moving environmentStrong detail orientation and analytical skills, with the ability to interpret data and use performance metrics to drive service improvementsExcellent communication skills, with the ability to interact effectively with customers, vendors, sales partners, functional teams, and senior leadersStrong time management, organizational, and execution skillsAbility to work independently, take initiative, develop practical solutions, and drive work toward targeted resultsAdaptability, professionalism, and a customer-first mindsetWhat We OfferCompetitive annual salary ranging from $100,000 to $115,000 dependent on relevant industry experience and eligibility for annual bonus based on company and individual performanceComprehensive Health Coverage: Multiple medical plan options (CDHP and PPO) to get you the coverage you needRobust Financial Security: Company-paid life and disability insurance, 401(k) with company match, plus options for supplemental critical illness, accident, and hospital indemnity plansGenerous Time Off: PTO plan with paid holidays, paid parental leave, and paid compassionate care leave to support personal well-being and family needsWellness & Support Programs: Employee Assistance Program (EAP), wellness incentives, and telehealth accessExtras That Matter: Dental and vision plans, FSAs/HSAs with company contributions, pet insurance, legal services, and ID theft protection for peace of mindAn employee-centric company that values and truly appreciates our most important asset: You!Our Use of AI in RecruitingAt GCG, we use AI technology to assist with our interviews by automating note-taking, allowing our hiring teams to focus fully on the conversation. This technology supports efficiency and accuracy in capturing candidate insights during interviews but is not used to evaluate resumes. All resume reviews and candidate assessments are conducted directly by our corporate recruiting team and hiring managers to ensure a thoughtful, human-centered approach.GCG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.About GCGAt GCG, our mission is to power, connect, and automate our world. With the responsive DNA of a startup and the size of a global leader, we offer top brands and extensive value-added services that make us an invaluable partner to our customers in multiple industry verticals across the globe. We are committed to meeting the needs of our customers, while focusing attention on our responsibility to the environment, our associates and the communities we serve.
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