Senior Representative - Customer Service

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

Job Description

As a Senior Customer Service Representative, serving in a Sales Support capacity, you will respond to customer and supplier inquiries by telephone, e-mail or virtually to provide resolution. You will work with the customer assigned ISR to 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 roles that are more complex or critical.

As a Senior Customer Service Representative, serving in a Sales Support capacity, you will respond to customer and supplier inquiries by telephone, e-mail or virtually to provide resolution. You will work with the customer assigned ISR to 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 roles that are more complex or critical.

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.

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

Compensation Details

Compensation Details: $23.42 - $29.28 Per Hour

This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.

For eligible positions, compensation may include participation in a bonus or sales incentive plan,subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.

In addition, Wesco offers abenefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here.

About The Team

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 and active community engagement, we create an environment where every team member has the opportunity to thrive.

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.

Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NY C: WCC) FORTUNE 500 company.