Job Description

As a Senior Representative - Customer Service, you will support day-to-day service needs for assigned customers, including order entry, quoting, shipment inquiries and coordination with internal teams to ensure customer requirements are met. You will respond to inquiries with timely, accurate information while efficiently resolving issues.

In this role, you will manage a high volume of routine requests and investigate more complex issues that may require a customized response or solution. You will analyze a customer's service needs and refer to other departments for follow-up as needed. Strong attention to detail is essential, as accuracy directly impacts customer satisfaction and operational effectiveness. You may be assigned to support products that are more complex or critical.

Responsibilities:

• Build and maintain business relationship with customers and encourage growth by providing prompt and accurate service to promote customer satisfaction and 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 provide assistance to team members according to training and best practices.
• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.

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

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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 a benefits 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