Team Lead - Internal Sales Support (ICAN)at CDW Careers

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Job ID: 19001295
Updated: Aug 26, 2019
Location: Vernon Hills, IL, United States

Role Overview

The ICAN Team Lead acts as a key member of the ICAN Leadership team, working in partnership with the ICAN Supervisor to ensure proper level of service is being delivered and is done so in a timely manner per established departmental processes, goals and objectives. The incumbent supports management in training and development as required and serves as a resource supporting inquiries and call escalations.

Key Areas of Responsibilities

  • Clarifies procedures, fields general questions, assists with troubleshooting requests, and reviews ICAN support group work for quality and guideline compliance.
  • Provide daily direction and communication to co-workers so that requests and calls are addressed in a timely, efficient and knowledgeable manner.
  • Addresses and researches escalated issues raised by internal and external partners, ultimately making decisions and/or recommendations in ICAN.
  • Works with their leadership team to ensure coverage is adequate during operational hours.
  • Regularly assesses transactional processes and procedures. Suggests methods to improve area operations, efficiency and service to both internal and external customers.
  • Compiles and shares detailed reports related to team productivity, mission critical objectives, and vendor specific information.
  • Provides encouragement to team members, including reinforcement of team goals and identifies areas for new training or skill checks.
  • Monitors internal tools leveraged by team to ensure productivity is maintained, communicates service level issues, works with internal support teams to troubleshoot and resolve system failures/outages.
  • Works with management to assist in ongoing job specific development of team. Facilitates new co-worker on-boarding and training.
  • Maintains open communication with direct Supervisor to address any issues requiring additional management intervention. Escalates issues when appropriate.
  • Acts as key ICAN Vendor Contact related to transactional matters involving vendor tools, processes and proprietary access management.
  • Supports execution and development of departmental strategies to increase productivity and provide greater levels of service.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Assist team with workload as the business requires.
  • Lead by example. Model the guidelines set forth in the CDW Way and follow all CDW policies and procedures.



  • High School Diploma or equivalent.
  • 2 years of customer service experience 
    Other Required Qualifications
  • Detail oriented with strong organizational skills.
  • Intermediate to advanced computer skills (Microsoft Applications, and general use of office equipment, e.g. mouse, keyboard).
  • Creates an approachable, friendly environment with coworkers.
  • Creative problem solving, conflict resolution and research skills to resolve issues. 
  • Ability to handle multiple duties throughout the day.
  • Ability to work in a fast-paced environment.  This department requires timely resolutions, as customer issues must be resolved quickly and efficiently.
  • Excellent typing and data entry skills.
  • Must be able to work independently and in a team-oriented environment. 
  • Flexibility to work different shifts as needed (7-4, 8-5, 9-6, or 10-7).
  • Ability to communicate effectively in a constructive manner with management, peers and coworkers.
    Preferred Qualifications
  • Bachelor’s Degree
  • Prior Leadership related experience
  • Training and development background
  • Extensive knowledge of ICAN department
Job Category: Warehouse-Distribution General
Job Type: Full-Time
Travel Percentage: 0%

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