Customer Service Representative

WorldWide Electric Corporation; City of Rochester (NY); On-site; USD 58,000 - 62,000; Full time

Job summary

WorldWide Electric Corporation is seeking a Customer Experience Specialist (CX-I) to be the primary contact for customers, handling inquiries, processing orders, and resolving issues to ensure a high-quality experience. The role collaborates with sales, operations, and technical teams to provide accurate, timely responses reflecting the company’s commitment to service excellence.

Responsibilities include managing orders in the ERP system, communicating updates, and driving continuous

Qualifications

• 2+ years of customer service, call center, or inside sales support experience (industrial/electrical sector preferred).
• Strong interpersonal, communication, and problem-solving skills.
• Proven ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Experience with ERP/CRM systems.
• Detail-oriented with a high degree of accuracy in data entry and order processing.
• Team-oriented with a positive attitude and commitment to customer satisfaction.
• Knowledge of industrial/electrical equipment, motors, or controls is a plus.
• Bilingual in Spanish is a plus.

Responsibilities

• Respond promptly to inbound calls, emails, and web inquiries from customers regarding orders, products, and account information.
• Provide fast, professional, accurate, and courteous service to ensure customers receive an exceptional experience.
• Troubleshoot and resolve issues related to orders, shipments, billing, and product availability.
• Enter and process customer orders and returns accurately and efficiently within the ERP (P21) system while determining the proper shipping method.
• Monitor order status, ensuring timely fulfillment and proactive communication with customers on updates or delays.
• Coordinate with logistics teams to track shipments and resolve delivery issues.
• Partner with sales, operations, and technical teams to address customer needs and provide customized solutions when applicable.
• Escalate complex issues to management or technical experts as needed, ensuring timely resolution.
• Contribute to continuous improvement initiatives focused on service quality and efficiency.

Skills

Excellent writing skills

Well-articulated speaker

Active listener

Adaptable

Resourceful

Strong interpersonal communication

Problem-solving

Customer service experience

Bilingual in Spanish

Tools

ERP/CRM systems

Job description

The Customer Experience Specialist (CX-I) serves as a primary point of contact for Worldwide Electric customers, providing exceptional service and support across all customer interactions. This customer-facing role is responsible for handling inquiries, processing orders, resolving issues, and ensuring a great customer experience that reflects Worldwide Electric's values and commitment to quality. The CX-I works closely with sales, operations, and technical teams to ensure customers receive accurate, complete and timely responses, making this position essential to maintaining customer satisfaction and loyalty.

Required Qualifications

• Excellent writing skills
• Well-articulated speaker
• Active listener
• Adaptable
• Resourceful

Responsibilities may include, but are not limited to, the following:

1. Customer Interaction & Support

• Respond promptly to inbound calls, emails, and web inquiries from customers regarding orders, products, and account information.
• Provide fast, professional, accurate, and courteous service to ensure customers receive an exceptional experience.
• Troubleshoot and resolve issues related to orders, shipments, billing, and product availability.

2. Order Processing & Management

• Enter and process customer orders and returns accurately and efficiently within the ERP (P21) system while determining the proper shipping method.
• Monitor order status, ensuring timely fulfillment and proactive communication with customers on updates or delays.
• Coordinate with logistics teams to track shipments and resolve delivery issues.

3. Collaboration & Internal Communication

• Partner with sales, operations, and technical teams to address customer needs and provide customized solutions when applicable.
• Escalate complex issues to management or technical experts as needed, ensuring timely resolution.
• Contribute to continuous improvement initiatives focused on service quality and efficiency.

Qualifications

• 2+ years of customer service, call center, or inside sales support experience (industrial/electrical sector preferred).
• Strong interpersonal, communication, and problem-solving skills.
• Proven ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Experience with ERP/CRM systems.
• Detail-oriented with a high degree of accuracy in data entry and order processing.
• Team-oriented with a positive attitude and commitment to customer satisfaction.
• Knowledge of industrial/electrical equipment, motors, or controls is a plus.
• Bilingual in Spanish is a plus.

58,000 - 62,000

Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

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