Customer Service Senior Representative

WESCO; Glenview (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Wesco seeks a Senior Representative - Customer Service to respond to inquiries by phone, email, or walk-ins and to resolve complex requests with tailored responses. You will analyze service needs and coordinate with technical teams for follow-up, while updating internal groups on customer satisfaction drivers.

You may handle more complex or critical products. You will build strong customer relationships, address questions and complaints escalated from other departments, and mentor teammates on

Qualifications

• High School Diploma or equivalent required; Associates’ Degree preferred
• 5+ years of relevant experience
• Strong time management skills for prioritizing issues
• Solid interpersonal skills for diverse environments
• Effective verbal and written communication
• Ability to work under pressure
• Professional and respectful customer handling
• Proficient with MS Word, Excel, and e-mail

Responsibilities

• Build and maintain business relationships with customers by providing prompt and accurate service
• Assist customer base by answering questions and handling inquiries and complaints escalated from other departments
• Mentor and train team members on best practices
• Process payments for cash account customers
• Research and resolve customer problems, liaising with other departments as needed
• Provide back-up support to the sales counter for walk-ins and phone inquiries
• Support OEM customers as needed

Skills

Customer Service

Communication Skills

Time Management

MS Word

MS Excel

Education

High School Diploma or Equivalent

Associates Degree preferred

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.

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.

• Will support OEM

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

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.

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.