Senior Representative - Customer Service

Wesco; Tlalnepantla; Sur place; MXN 260 000 - 420 000; Plein temps

Résumé du poste

Wesco seeks a Senior Representative - Customer Service to respond to inquiries by phone, email, or walk-ins and resolve complex requests with customized solutions. You will analyze service needs, coordinate with other departments, and keep internal teams informed to ensure high customer satisfaction.

Responsibilities include relationship building, handling escalated inquiries, mentoring peers, and processing payments.

Qualifications

• High School Diploma or equivalent required; Associates/College Diploma preferred.
• 5+ years of relevant experience in customer service or support.
• Strong time management with ability to prioritize and resolve issues.
• Solid interpersonal and written/verbal communication skills.
• Ability to work under pressure and remain attentive to detail.
• Proficient with MS Word, Excel, and email communication.

Responsabilités

• Respond to customer inquiries by phone, email, or walk-ins to resolve issues.
• Analyze customer service needs and coordinate with other departments as needed.
• Provide updates to internal teams and ensure customer satisfaction.
• Resolve complex requests and communicate solutions clearly.
• Mentor and guide team members on best practices.
• Process payments for cash account customers.

Connaissances

Time management

Interpersonal skills

Verbal and written communication

Work well under pressure

Attention to detail

Formation

High School Diploma

Associate's Degree / College Diploma

Outils

MS Word

MS Excel

Email (e-mail)

Description du poste

Job Description

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail, or walk-ins 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.

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail, or walk-ins 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.
• Back-up support to sales counter with walk in and telephone inquiries.

Qualifications

• High School Degree or Equivalent required; Associates’ Degree (U.S.)/College Diploma (Canada) 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

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.

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.

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.

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