Position Summary

Supports the Portland division's operational effectiveness by providing responsive, accurate customer service and sales support. Processes customer orders, answers product and delivery questions, resolves order-related concerns, and provides administrative support to assigned Account Managers. This role works closely with customers, sales, purchasing, merchandising, warehouse, and delivery teams while supporting WCP Solutions’ culture and business goals.

Hours: Monday  - Friday 8:00 AM - 5:00 PM

Essential Responsibilities

·   Accept and process customer orders received by phone, email, online, fax, or in person, ensuring accuracy, timeliness, and a positive customer experience.

·   Provide product availability, pricing, lead-time, delivery, and order-status information; prepare quotes for stock items and coordinate quotes for non-stock or special-order items.

·   Help customers identify appropriate products, sizes, substitutions, and sustainable alternatives based on available product information and customer needs.

·   Resolve customer concerns involving deliveries, shortages, lost orders, returns, claims, credits, and price adjustments by coordinating with the appropriate internal teams.

·   Monitor backorders and future orders, communicate updates, and follow through to support timely product delivery.

·   Partner with Account Managers and sales leadership by sharing customer information, opportunities, service concerns, and follow-up needs.

·   Support sales growth by identifying relevant add-on products and customer needs without compromising service or order accuracy.

·   Maintain accurate customer, pricing, order, and communication records in company systems.

·   Prepare and maintain customer-specific order guides and online shopping lists.

·   Complete stock increase or decrease requests and communicate relevant information to purchasing or merchandising.

·   Process customer claims and complete assigned administrative tasks accurately and on time.

·   Perform other related duties as assigned.

Qualifications

·   Two years of customer service, inside sales, order entry, or related experience preferred; experience in industrial distribution, wholesale, manufacturing, or business-to-business service is a plus.

·   Proficiency with Microsoft 365, including Outlook, Word, and Excel, and the ability to learn order-entry and customer-management systems.

·   Experience working with product catalogs, pricing, inventory, or distribution systems is preferred.

Knowledge, Skills, and Abilities

·   Strong customer service and problem-solving skills with a professional, helpful approach.

·   Clear and effective verbal and written communication skills.

·   Accurate math, data-entry, and order-processing skills, including pricing, quantities, units of measure, and basic percentages.

·   Ability to organize work, manage competing priorities, and follow through in a fast-paced environment.

·   High attention to detail and the ability to maintain accurate records.

·   Ability to collaborate across sales, purchasing, warehouse, delivery, and customer service teams.

·   Adaptability, sound judgment, and willingness to learn products, systems, and processes.

·   Ability to handle confidential or sensitive business and customer information appropriately.

Working Conditions and Physical Requirements

·   Primarily works in a professional office environment with frequent phone, email, and computer use.

·   Regularly sits or stands for extended periods and uses standard office equipment.

·   Must be able to communicate effectively with customers and coworkers in person, by phone, and electronically.

·   Occasionally moves or lifts products, samples, or office materials weighing up to 25 pounds.

·   May occasionally enter warehouse or operational areas and must follow posted safety requirements.

·   Occasional overtime may be required based on business needs.

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