Associate Customer Service Representative

Wesco International; Atlanta (GA); On-site; USD 32,000 - 46,000; Full time

Job summary

Wesco International in Atlanta, GA seeks an Associate Customer Service Representative to handle inquiries by phone, email, and in person, ensuring high-quality service and timely problem resolution. You will analyze customer needs, process orders, and coordinate with internal teams to address issues.

The role emphasizes building relationships, resolving complaints, and identifying upsell opportunities while staying current on market trends and competitor offerings.

Qualifications

• High School Degree or Equivalent required.
• Associate degree (U.S.)/College Diploma (Canada) preferred.
• 0-2 years of relevant experience.
• Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build working relationships with other functional areas to best support mutual objectives.
• Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers.
• Ability to research and resolve customer issues.
• Strong written and verbal communication skills.
• Basic computer skills.
• 1 year of sales experience.
• Direct Sales (B2B) experience.
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques.
• Ability to effectively prioritize and execute tasks.
• Ability to build and maintain long-term relationships with customers.

Responsibilities

• Interacts with customers by phone or in person to provide information and to ensure best service possible.
• Handles and resolves customer complaints, special orders, or returns in-store, via phone or mail.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
• Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.
• Refers unresolved customer grievances to designated departments for further investigation.
• Completes customer invoicing.
• Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager whether customer sales and service or outside sales should manage opportunity.
• Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.
• Prepares for, attends, and participates in weekly sales meetings.
• Remains current on industry trends, market activity and competitor products.

Skills

Customer service

Communication

Problem solving

Research

Sales experience

B2B sales

Relationship building

Time management

Education

High School Degree

Associate degree

Job description

Overview

As an Associate Customer Service Representative, you will respond to customer inquiries by telephone, e-mail and/or walk‑ins to provide inquiry or problem resolution. You will resolve routine and basic problems 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 as needed.

Responsibilities

• Interacts with customers by phone or in person to provide information and to ensure best service possible.
• Handles and resolves customer complaints, special orders, or returns in‑store, via phone or mail.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
• Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.
• Refers unresolved customer grievances to designated departments for further investigation.
• Completes customer invoicing.
• Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager whether customer sales and service or outside sales should manage opportunity.
• Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.
• Prepares for, attends, and participates in weekly sales meetings.
• Remains current on industry trends, market activity and competitor products.

Qualifications

• High School Degree or Equivalent required.
• Associate degree (U.S.)/College Diploma (Canada) preferred.
• 0-2 years of relevant experience.
• Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build working relationships with other functional areas to best support mutual objectives.
• Basic problem‑solving skills and ability to analyze information in order to provide excellent service to internal and external customers.
• Ability to research and resolve customer issues.
• Strong written and verbal communication skills.
• Basic computer skills.
• 1 year of sales experience.
• Direct Sales (B2B) experience.
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques.
• Ability to effectively prioritize and execute tasks.
• Ability to build and maintain long‑term relationships with customers.