Senior OEM Customer Success & Sales Support

Wesco; Lincoln (NE); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Bonus / incentive plan

Commission structure

Benefits package

Job summary

Wesco in Lincoln, Nebraska, seeks a Senior Customer Service Representative to support Sales by handling inquiries from customers and suppliers via phone, email, or virtual channels. You will work with the customer assigned ISR to resolve complex requests, communicate solutions, and analyze service needs for follow-up with other departments.

You will process orders, maintain records, and provide updates to internal teams, while backing up Inside Sales and coordinating supplier orders and pricing

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

Responsibilities

• Assist the ISR and OSR in building and maintaining business relationships with OEM customers by providing prompt and accurate service to promote customer loyalty
• Support OEM customers by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping
• Maintains records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken
• Back-up support to Inside Sales
• Initiate / track / resolve supplier orders. Monitor pricing and/or freight variances
• Manage all supplier Special Pricing Programs in support of OEM customers, ensuring there are accurate, active and renewed as needed
• Mediate all Invoice disputes with OEM customers
• Weekly Validation of all Physical Inventory allocated to OEM customers
• Warehouse support as needed (receiving, shipping, delivery, stock management)
• Timely and effective correspondence for customer needs
• Monitor projects on a granular level
• Escalate critical and unresolved issues to ISR, OSR & OEM leadership as needed
• OEM Customer based Inventory Management Services as needed
• Share identified product or service upsell opportunities with sales team
• Prepares for, attends, and participates in weekly OEM sales meetings

Skills

Time management

Communication

Interpersonal skills

Attention to detail

Written communication

MS Word

Excel

Email

Customer service

Problem-solving

Education

High School Diploma or GED

Associate degree (US) preferred

Tools

MS Word

Excel

Email

Job description

Wesco in Lincoln, Nebraska, seeks a Senior Customer Service Representative to support Sales by handling inquiries from customers and suppliers via phone, email, or virtual channels. You will work with the customer assigned ISR to resolve complex requests, communicate solutions, and analyze service needs for follow-up with other departments.

You will process orders, maintain records, and provide updates to internal teams, while backing up Inside Sales and coordinating supplier orders and pricing