[Remote] Technical Customer Service Manager - Low Voltage Wire & Cable

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.ResponsibilitiesLead, 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 challengesEnsure 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 improvementRecommend 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 assignedSkills5+ years of relevant experience leading a customer service, support, inside sales, order management, or similar team in a fast-paced, time-sensitive environmentStrong 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 platformsStrong 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 mindsetPrevious experience within low-voltage wire and cable is strongly preferredSalesforce experience is preferredBenefitsComprehensive 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 mindCompany OverviewGCG 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/.