Supervisor, ICAN

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Job Summary

The Supervisor, ICAN oversees a team responsible for executing ICAN program activities within theQuote-to-Cash (QTC)value stream. This role ensures day-to-day operational excellence, monitors team performance, and provides coaching to deliver consistent, high-quality service. The Supervisor partners with managers and cross-functional teams to resolve escalations, improve processes, and maintain compliance with company policies.

What You'll Do

• Supervise daily operations of the ICAN team, ensuring adherence to SLAs and quality standards.
• Monitor and manage team performance metrics, including response time, accuracy, and customer satisfaction.
• Provide coaching, feedback, and development opportunities to team members to build skills and engagement.
• Handle escalated issues and partner with internal teams to resolve complex cases.
• Ensure accurate and timely documentation inSalesforce CRM,Service Central, and related systems.
• Support process improvements and standardization initiatives to enhance efficiency and customer experience.
• Maintain compliance with internal policies and external regulations related to customer data and financial transactions.
• Assist in workforce planning, scheduling, and resource allocation to meet business needs.
• Lead cross-functional initiatives to streamline and enhance business processes, driving operational efficiency and scalability across the organization.
• Cultivate and manage strategic vendor relationships to ensure alignment with business objectives, service level agreements, and performance metrics.

What We Expect of You

• Bachelor's Degree and 4 years of experienceincustomer service, ICAN program operations, or related functions(including team leadership, SLA management, and process improvement)OR
• 7 years of experience without a degreein the areas above, including supervisory experience.
• Strong knowledge ofQTC processesand ICAN program operations.
• Experience withSalesforce CRM,Service Central, and related tools.
• Ability to coach and develop team members, fostering a culture of accountability and customer focus.
• Excellent communication and problem-solving skills, with the ability to manage escalations effectively.
• Strong organizational skills and attention to detail in a fast-paced environment.

Pay range: $ 70,000 - $ 90,000, depending on experience and skill set
Annual bonus target of 5% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.