Representative - Customer Service

WESCO; Ashland (VA); On-site; USD 34,000 - 52,000; Full time

Job summary

Wesco in Ashland, VA is seeking a Customer Service Representative to respond to inquiries by phone and email, resolving routine and some non-routine problems. You will analyze service needs and coordinate follow-up with other departments as needed.

You will manage orders, explain stock and delivery timelines, and communicate solutions clearly to customers to support timely fulfillment and satisfaction.

Qualifications

• High School Diploma or Equivalent required.
• Associates' Degree preferred.
• 2-4 years of relevant experience.
• Strong interpersonal and written/verbal communication skills.
• Ability to work under pressure and maintain attention to detail.
• Proficient with MS Word, Excel, and email.

Responsibilities

• Respond to customer inquiries by telephone and e-mail.
• Resolve routine and some non-routine problems and provide solutions.
• Obtain and enter orders via email/phone, verify details, and explain delivery dates.
• Reference open order reports and address items at risk of delays.
• Liaise with other departments to follow up on customer issues.

Skills

Interpersonal skills

Verbal communication

Written communication

Attention to detail

Work under pressure

Education

High School Diploma or Equivalent

Associates' Degree preferred

Tools

MS Word

Excel

Email

Job description

As a Representative - Customer Service, you will respond to customer inquiries by telephone and e-mail to provide inquiry or problem resolution. You will resolve mostly routine and some non-routine, more complex problems and communicates 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:

• Support customer base by answering questions, concerns, account inquiries as well as handling customer complaints.
• Obtain orders through email and telephone calls, verifies and enters items, transfers orders to fulfillment, explains stock-outs and expected delivery dates.
• Review open customer order reports and act on open items, including those items that may be at risk in meeting customer's promised delivery date.
• Maintain distribution system backorder report, associated customer expediting report and notices, and customer notification.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
• Report industry trends, competitive pricing and customer feedback to management.

Qualifications:

• High School Degree or Equivalent required
• Associates' Degree preferred
• 2-4 years of relevant experience
• 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 deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of MS Word, Excel, and e-mail

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