Senior Representative - Customer Service

WESCO; Pittsburgh (Allegheny County); On-site; MXN 300,000 - 420,000; Full time

Job summary

Wesco in Mexico operates as a leading business-to-business distributor providing customer-focused service. The Senior Representative - Customer Service responds to inquiries via telephone, email, or walk-ins and resolves complex requests with tailored solutions.

The role analyzes customer service needs, coordinates with other departments for follow-up, and keeps internal teams informed to boost satisfaction and loyalty.

Qualifications

• High School degree or equivalent; Associates/College Diploma preferred
• 5+ years of relevant customer service experience
• Strong communication and multitasking abilities

Responsibilities

• Build and maintain relationships with customers through phone, email, or walk-ins.
• Handle customer inquiries and complaints escalated from other departments.
• Provide training and guidance to team members on best practices.
• Process payments for cash account customers.
• Investigate and resolve complex customer problems with cross‑department collaboration.
• Back up sales counter support for walk-ins and phone inquiries.

Skills

Time management

Interpersonal skills

Verbal and written communication

Customer focus

Problem solving

Education

High School degree or equivalent; Associates/College Diploma preferred

Tools

MS Word

Excel

Email/CRM tools

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.

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 pressureStrong 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.