As an Associate Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail and/or walk-ins to provide inquiry or problem resolution. You will resolve routine and basic problems 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 as needed.
Responsibilities:
- Interacts with customers by phone or in person to provide information and to ensure best service possible.
- Handles and resolves customer complaints, special orders, or returns, via phone or mail.
- Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
- Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
- Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.
- Refers unresolved customer grievances to designated departments for further investigation.
- Completes customer invoicing.
- Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager, whether customer sales and service or outside sales should manage opportunity.
- Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.
- Prepares for, attends, and participates in weekly sales meetings.
- Remains current on industry trends, market activity and competitor products.
Qualifications:
- High School Degree or Equivalent required; Associate degree (U.S.)/College Diploma (Canada) preferred
- 0-2 years of relevant experience
- 1 year of sales experience preferred
- Direct Sales (B2B) experience preferred
- Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred
- Knowledge of principles and processes for providing customer and personal services including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Ability to build working relationships with other functional areas to best support mutual objectives
- Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers
- Ability to research and resolve customer issues
- Strong written and verbal communication skills
- Basic computer skills
- Ability to effectively prioritize and execute tasks
- Ability to build and maintain long-term relationships with customers
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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.