Associate Representative - Customer Service

Job Description
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 in-store, 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
• 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
• 1 year of sales experience
• Direct Sales (B2B) experience
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques
• Ability to effectively prioritize and execute tasks
• Ability to build and maintain long-term relationships with customers

The expected salary range for this role is $30,600- $36,700. This is the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's compensation level within the range will be based on several factors, including but not limited to geographic location, experience, relevant education, qualifications, skills, organizational needs, and performance. Wesco provides a variety of benefits to employees, including health insurance coverage, disability insurance, 401k Plan, and Paid Time Off.
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 and Affirmative Action Employer.
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About the Team
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. Wesco offers a best-in-class product and services portfolio of Electrical and Electronic Solutions, Communications and Security Solutions and Utility and Broadband Solutions. Harnessing 100 years of ingenuity and expertise, we increase profitability, improve productivity and mitigate risk for thousands of customers worldwide. With millions of products, end-to-end supply chain services and leading digital capabilities, Wesco provides innovative solutions to meet customer needs across commercial and industrial businesses, contractors, government agencies, institutions, telecommunications providers and utilities. Wesco operates approximately 800 branches, warehouses and sales offices in more than 50 countries, providing a local presence for customers and a global network to serve multi-location businesses and multi-national corporations.
Our company's greatest asset is our people. From our corporate and field offices to our distribution sites, Wesco employs over 20,000 professionals around the globe. Wesco is committed to fostering diversity and inclusion across our workforce by embracing the unique perspectives, authenticity and individuality our team members contribute to the company. Be You, Be the Difference, Be your Best!
Headquartered in Pittsburgh, Pennsylvania, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.