Senior Representative - Customer Service - Supply Chain

Wesco; Calgary; On-site; CAD 41,000 - 51,000; Full time

Benefits offered by this job

Bonus or incentive plan

Benefits package (medical, dental, and

retirement savings

Job summary

Wesco is seeking a Senior Representative - Customer Service in Calgary to respond to customer inquiries by phone and email, providing resolution for complex requests and communicating solutions to customers.

You will analyze service needs and coordinate with other departments, updating internal teams on customer requirements and satisfaction drivers, while supporting more complex or critical products as needed.

Qualifications

• High School Degree or equivalent required; college diploma preferred.
• 5+ years of relevant customer service experience.
• Strong time management and prioritization skills.
• Excellent written and verbal communication.
• Ability to work under pressure and remain professional.
• Proficient with MS Word, Excel, and email.

Responsibilities

• Build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty.
• Support customer base by answering questions and concerns, and handling customer account inquiries and complaints escalated from other departments.
• Mentor and provide direction to team members and offer training on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, acting as liaison between departments when needed.
• Use data and analytics to solve problems within the supply chain environment.
• Back-up support to sales counter with walk-in and telephone inquiries.

Skills

Time management

Interpersonal skills

Communication skills

Working under pressure

Attention to detail

Customer service orientation

Education

High School Degree or Equivalent

College Diploma

Tools

MS Word

Excel

Email

Job description

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone and e-mail to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical.

Responsibilities

• Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.
• Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.
• Mentor and give direction to team members and provide training on best practices.
• Process payments for cash account customers.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Use data and analytics to solve problems within the supply chain environment.
• Back-up support to sales counter with walk in and telephone inquiries.

Qualifications

• High School Degree or Equivalent required; College Diploma preferred
• 5+ years of relevant experience
• Strong time management skills required, including ability to prioritize customer issues and resolve with positive outcomes
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Strong attention to detail
• Able to handle customers sensitively, tactfully, diplomatically, and professionally at all times
• Proficient computer skills including familiarity with MS Word, Excel, and e-mail

Compensation Details: $29.99 - $37.49 Per Hour

This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.

For eligible positions, compensation may include participation in a bonus or sales incentive plan,subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.

In addition, Wesco offers abenefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here .

About The Team

At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on.

Our Company’s greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits and active community engagement, we create an environment where every team member has the opportunity to thrive.

Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.

Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Wesco International, Inc., including its subsidiaries and affiliates ("Wesco") provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer.

This posting is for a current, active vacancy intended for immediate hire.