Representative - Customer Service

WESCO Distribution; Ashland (VA); On-site; USD 25,000 - 30,000; Full time

Job summary

WESCO Distribution in Ashland, VA is seeking a Representative - Customer Service responsible for responding to customer inquiries by phone and email, delivering timely resolutions and accurate information on orders and deliveries. You will coordinate with fulfillment and other departments to address questions, process orders, monitor open items, and explain stock-outs and delivery estimates.

This role requires strong written and verbal communication, attention to detail, and professionalism in a

Qualifications

• High school diploma or equivalent required.
• Associate's degree preferred.
• 2-4 years of relevant experience.
• Strong interpersonal skills and written/verbal communication.
• Proficient with MS Word, Excel and email.

Responsibilities

• Respond to customer inquiries by phone and email to resolve issues.
• Obtain orders via email and phone, verify items and enter them into the system.
• Explain stock-outs and delivery dates; transfer orders to fulfillment.
• Review open order reports and act on items at risk of late delivery.
• Research and resolve problems; liaison with other departments when needed.
• Report industry trends, pricing and customer feedback to management.

Skills

Interpersonal skills

Verbal communication

Written communication

Attention to detail

Customer service

Education

High School Diploma or Equivalent

Associate's 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