Hybrid Director of Customer Service bei Standard Electric Supply Co.

Director of Customer Service - WI, IL, and IN

This position is posted in two locations to reflect our flexibility with where the successful candidate may be based. Candidates may work out of our Milwaukee, WI or Roselle, IL location.

The pay for this position is $150,000. Please note that this is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to the individual’s qualifications, experience, knowledge, skills, and abilities, as well as physical work location within the state.

Standard Electric Supply Co. is one of the top 100 electrical and automation distributors in the country and we want YOU to join our team!  We are a well-established electrical distributor of automation, control, power, distribution, and other conventional electrical products with a passion for innovation. We are seeking a dynamic and experienced Director of Customer Service to lead and elevate our customer service operations across Wisconsin, Illinois and Indiana. This role is ideal for a strategic leader who thrives on developing people, improving processes, and delivering exceptional customer experiences.

Minimum Qualifications:

• Inside sales experience
• 4+ years of electrical industry experience
• 4-5+ years of Director or Customer Service Team Management experience
• Experience with ERP system software
• Proficiency with Microsoft Outlook, Word, and Excel
• Ability to travel to our tri-state locations 25-35% of the time

Responsibilities

• Oversee operations across the customer service team by supporting, coaching and mentoring each region’s Customer Service Manager. 
• Learn about our industry, tools, and systems to become the go-to expert for customer service operations.
• Identify and implement improvements to enhance the inside sales function, including developing and monitoring performance metrics. 
• Establish and ensure adherence to performance standards for customer service teams.
• Develop, implement, and maintain accurate system procedures to support consistent customer service processes.
• Conduct performance appraisals and provide regular feedback to Customer Service Managers. 
• Initiate and respond to corrective and preventive action requests, including identifying root causes and implementing solutions.
• Respond promptly to customer complaints and ensure all relevant parties are kept informed throughout the resolution process.
• Ensure new associates receive comprehensive training and that all documentation is submitted to HR.
• Provide directions to Customer Service Managers and collaborate with other managers to ensure consistency in the inside sales function.
• Partner with Account Managers and other leaders to identify and act on opportunities for improvement.
• Facilitate weekly status meetings with Customer Service Managers to align goals and progress.
• Schedule and conduct regular on-site workdays at each customer service location to maintain strong team engagement and operational oversight.

Benefits:

• Business Hours 7:30 AM - 4:30 PM, Monday – Friday
• Paid Vacation, Sick, and Personal Days
• Paid Holidays
• Health, Dental, and Vision Insurance
• 401K Match and Profit Sharing
• Paid Parental Leave
• Tuition Reimbursement 
• Student Loan Repayment Assistance
• Family Oriented Culture

We are an equal employment opportunity employer.