Technical Customer Service Manager - Low Voltage Wire & Cable - GCG

Overview

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 Do

• Lead, 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 environment
• Serve 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 professionalism
• Oversee and support the management of pricing files for major customers, helping ensure accuracy and responsiveness for key accounts and commercial partners
• Partner 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 support
• Collaborate with functional teams including warehouse, logistics, supply chain, inventory management, finance, and sales to resolve service issues and improve the overall customer experience
• Monitor customer orders proactively to identify potential fulfillment concerns, escalate risks appropriately, and help prevent customer-impacting delays
• Track 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 cu