Customer Service Associate Representative

WESCO; Jersey Village (TX); On-site; USD 32,000 - 46,000; Full time

Job summary

Wesco seeks an Associate Representative - Customer Service to respond to customer inquiries via telephone, e-mail, and walk-ins. You will resolve routine problems and communicate solutions to customers, while analyzing service needs and coordinating with other departments for follow-up.

Responsibilities include handling complaints, processing orders, maintaining records, and identifying opportunities to extend service or product offerings.

Qualifications

• High School Degree or Equivalent required; Associate degree preferred.
• 0-2 years of relevant experience.
• 1 year of sales experience preferred.
• Direct Sales (B2B) experience preferred.
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred.
• Knowledge of customer service principles and processes, including needs assessment and satisfaction evaluation.
• Ability to build working relationships across departments to support mutual objectives.
• Basic problem-solving skills and ability to analyze information to provide excellent service.
• Ability to research and resolve customer issues.
• Strong written and verbal communication skills.
• Basic computer skills and task prioritization abilities.
• Ability to build and maintain long-term client relationships.

Responsibilities

• Interacts with customers by phone or in person to provide information and ensure best service possible.
• Handles and resolves customer complaints, special orders, or returns in-store, via phone or mail.
• Obtains and examines information to assess validity of complaints and determine causes.
• Receives and processes orders, provides information on pricing, service changes, and shipping.
• Keeps records of customer interactions and transactions, inquiries, complaints, comments, and actions taken.
• Refers unresolved grievances to designated departments for further investigation.
• Completes customer invoicing.
• Identifies additional product or service opportunities with existing or potential clients and determines appropriate management for opportunity.
• Maintains regular contact with existing clients and develops strategies to address their needs.
• Prepares for, attends, and participates in weekly sales meetings.
• Keeps current on industry trends, market activity and competitor products.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Relationship building

Education

High School Diploma or equivalent

Associate degree

Tools

CRM software

Job description

As an Associate Representative - Customer Service, 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
• 1 year of sales experience preferred
• Direct Sales (B2B) experience preferred
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred
• 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
• Ability to effectively prioritize and execute tasks
• Ability to build and maintain long-term relationships with customers

#LI-AG1

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 (https://www.wesco.com/us/en/our-company/careers/work-at-wesco.html#benefits) and active community engagement, we create an environment where every team member has the opportunity to thrive.

Learn more about Working at Wesco here (https://www.wesco.com/us/en/our-company/careers/work-at-wesco.html).

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.