Supervisor, Customer Service

Wesco Aircraft   •  

Orlando, FL

Industry: Transportation


5 - 7 years

Posted 45 days ago

This job is no longer available.


The Customer Service Supervisor is responsible for ensuring that optimal service levels are achieved with Wesco's end users by prioritizing, monitoring and actively engaging your team in executing daily sales support functions. The sales support functions include but are not limited to: sales order entry and administration (for ad hoc and contract sales), in depth customer dispute reconciliation, and JIT/LTA contract administration. In this role, you will actively engage and build working partnerships with various departments (specifically, Procurement, Internal and Customer Operations, Finance, etc.) to support deliverables in alignment with regional and global sales initiatives.

As the Customer Service Supervisor, you will train and mentor the customer service team incorporating Wesco's vision and values in all activities to sustain Wesco’s business plans and strategic sales objectives.


  • Know, understand, and incorporate the Wesco philosophy, value and vision in all business behavior, practice and decisions
  • Maintain advanced, up to date working knowledge of Wesco customer requirements, product lines, distribution methods and delivery requirements
  • Lead day to day activities and allocate department resources to support Regional Sales Branch in the areas of customer service, sales order management, and contract administration
  • Develop and maintain positive working-relationships with external customers and all inter-working departments and personnel
  • Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action to support customer requirements and on time delivery throughout the day
  • Lead in depth root cause analysis in an attempt to resolve escalated / complex customer issues in alignment with established company policies, procedures, and work instructions
  • Assist in developing policies and procedures to optimize sales operational activities to achieve business objectives
  • Support the development and update work instructions, job aids, and/or department training, as assigned
  • Prepare periodic sales reports showing sales volume, potential sales and areas of expansion
  • Establish, communicate, and measure customer service team's performance expectations Key Performance Indicators (KPI's) to align with established business objectives
  • Hire, mentor, train and develop staff in provision of the highest levels of quality and customer service, contract administration, and inventory planning
  • Prepare effective and timely performance evaluations, conduct reviews, administer salary review, and facilitate training or mentoring to drive maximum productivity and quality of processes, systems and procedures, in accordance with budgetary restrictions and compensation policies
  • Liase with internal audit to support department compliance and corrective action
  • Maintain knowledge of supervisory responsibilities and enforce and uphold current Federal and State labor laws, Wesco employment policies, safety, quality and security policies, as applicable
  • Attend and/or participate in external/internal customer or company meetings or sales/marketing events and communicate information to upwards and downwards, as applicable
  • Perform additional responsibilities as assigned



  • Bachelor's degree in the area of study of Business Administration, Sales and Marketing, Supply Chain Management, and/or a combination of education and relevant work experience in sales, is preferred

  • 5-7 Years of combined experience in fields of sales, contract administration, supply chain (preferably in the aerospace or chemical management industry)

  • Demonstrated ability to develop and maintain long standing customer relationships

  • Proven ability to effectively manage customer accounts to maximize sales with profitable results

  • Demonstrated ability to train and mentor others to excellence

  • Demonstrated ability to be results-driven and profitability-minded, most specifically in customer engagement and sales negotiations

  • Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service

  • Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously

  • Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers

  • Ability to be detailed oriented and perform in-depth account research, if required

  • Maintain clear and accurate data entry, documentation and reporting skills, as required

  • Maintain strong competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required