A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
$20.00-$23.00 per hour, based on experience, plus performance bonus
Schedule:
Wednesday-Friday, approximately 9:00 AM-3:00
PM Hours:
Approximately 18 hours per week to start, with potential to expand
Work Location:
Remote to start; will transition to on-site when Wallco establishes its new office location About Wallco Wallco Inc. is a growing distributor serving commercial and industrial customers with electrical, power quality, and related products and solutions. As a small business, we place a high value on responsive customer service, strong supplier and customer relationships, attention to detail, and employees who take ownership of their responsibilities. We are looking for a dependable, organized, and customer-focused person to join our team and become an important part of our day-to-day operation. About the Role The Customer Service & Operations Coordinator will be responsible for helping manage the daily flow of customer calls, emails, orders, quotes, and other operational needs. This is not a call-center position. You will work with business customers, suppliers, and other members of the Wallco team to help ensure customers receive responsive service and that orders and requests are handled accurately and efficiently. Because this position is an important point of contact for our customers, reliability, responsiveness, and follow-through are essential . The ideal candidate is someone who is comfortable communicating with customers, can manage several priorities at once, pays attention to details, and takes ownership of getting things completed. Responsibilities Answer incoming customer phone calls and emails professionally and promptly Assist customers with product inquiries, pricing, availability, orders, shipping, and general questions Enter and process customer orders accurately Prepare customer quotes and assist with quote follow-up Communicate order status, shipment information, backorders, and other updates to customers Follow customer requests and issues through to completion Coordinate with sales, purchasing, accounting, suppliers, and shipping as needed Maintain accurate customer, order, quote, and related business information Assist with e-commerce and online orders Help resolve order discrepancies and customer service issues Assist with general administrative and operational responsibilities Learn Wallco's products, customers, suppliers, systems, and business processes Identify issues that need attention and proactively work toward a resolution Take ownership of assigned responsibilities without requiring constant supervision As the employee becomes familiar with the business, there may be opportunities to take on additional responsibilities based on individual strengths and company needs. Required Qualifications Previous experience in customer service, order processing, administrative support, inside sales, operations, or a similar business environment Strong verbal and written communication skills Professional and confident telephone manner Strong organizational and time-management skills Excellent attention to detail Ability to manage multiple priorities while maintaining accuracy Dependable attendance and punctuality Ability to work independently and follow through on responsibilities Strong general computer skills Experience using Microsoft 365/Office applications , particularly Outlook, Excel, and Word Comfortable working with email, spreadsheets, electronic documents, and business software Ability to learn new software, products, and processes Preferred Qualifications The following experience is helpful but not required: E-commerce platforms or online order processing Website-based customer service B2B customer service Order entry or inside sales Distribution or wholesale businesses Inventory, shipping, and order fulfillment Industrial or electrical products Previous electrical-industry experience is not required . We are willing to train the right person who demonstrates strong customer-service skills, dependability, attention to detail, good judgment, and a willingness to learn. Schedule This position will begin as a part-time role working approximately: Wednesday-Friday 9:00 AM-3:00 PM Approximately 18 hours per week We are intentionally starting this position on a part-time schedule. As Wallco grows and business needs increase, there may be an opportunity to expand the position to five days per week and potentially to full-time employment. Additional hours and any transition to full-time employment will be based on business needs, employee performance, and mutual fit and are not guaranteed. Remote-to-On-Site Transition This position will begin remotely while Wallco establishes its new office location. Once the new office is operational, this position will transition to an on-site role . Applicants should therefore live within reasonable commuting distance of the Scranton/Dunmore, Pennsylvania area and be willing and able to work on-site when the transition occurs. Applicants seeking a permanently remote position should not apply. Compensation $20.00-$23.00 per hour, based on experience In addition to hourly compensation, this position will be eligible for a performance-based bonus opportunity . Bonus consideration may include a combination of company performance and individual performance, including factors such as: Reliability and attendance Customer service Accuracy Responsiveness Follow-through Initiative Overall contribution to the business Opportunity for Growth We want to hire someone who can grow with Wallco. Initially, the priority will be learning the business and becoming a dependable resource for customers and the day-to-day operation. As the company grows, a successful employee may have the opportunity to increase their hours and responsibilities and potentially develop this position into a full-time role. What Success Looks Like The right person for this position will become someone our customers and team can depend on. You should be comfortable taking ownership of your work, communicating professionally with customers, learning new things, asking questions when necessary, and following an issue through until it is resolved. If you are dependable, organized, personable, comfortable working with customers, and interested in joining a small business where your contribution can make a noticeable difference, we would like to hear from you.
