Representative - Customer Service

The Customer Service Representative (CSR) serves as the primary operational support resource for customers and the Sales team. This role is responsible for order execution, customer portal management, reporting, documentation, data maintenance, and issue resolution activities that ensure seamless customer experience and accurate business operations. The CSR works closely with Inside Sales Representatives (ISRs), Customer Care (CC), Outside Sales Representative (OSR), customers, distribution centers, and suppliers to support daily business requirements and drive service excellence.

Key Responsibilities

• Support customer and supplier portals.
• Coordinate customer document requests and required account documentation.
• Create and maintain customer-specific reports and backlog reports. (POD, Packing list and Certificates of Conformity)
• Process customer orders and EDI order entry.
• Expedite orders and coordinate delivery requirements.
• Reconcile purchase order discrepancies and resolve order issues.
• Create part numbers as required and maintain customer part number cross-references.
• Manage Special Pricing Agreements (SPA).
• Initiate Credit requests, Return requests, vendor setups, and compliance-related processes.
• Perform system cleanup activities and data integrity audits.
• Conduct small quote follow-up activities to support pipeline development and skill growth.
• Provide PTO coverage support (customer-facing) for sales teams when required.
• Participate in supplier training and continuous learning activities.

Qualifications

• High School Degree or Equivalent required
• Associate's degree (U.S.) preferred
• 2-4 years of relevant experience
• Customer service, inside sales support, order management, or electrical distribution industry experience preferred.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience with ERP, CRM, customer portals, and Microsoft Office applications.
• Excellent communication, problem-solving, and customer relationship skills.
• Ability to work collaboratively across sales, customer care, operations, warehouse, and vendor partners.

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.