Massachusetts Green Jobs

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone or e-mail to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response 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 or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical .

Responsibilities:

• Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.

• Obtains orders through email and telephone calls, verifies and enters items, transfers orders to fulfillment, explains stock-outs and expected delivery dates.

• Increases orders by suggesting related items, explaining features, and checks customer’s buying history

• Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.

• Reviews open customer order reports and takes action on open items, including those items that may be at risk in meeting customer’s promised delivery date.

• Maintains distribution system backorder report, associated customer expediting report and notices, and customer notification.

• Mentor and give direction to team members and provide training on best practices.

• Process payments for cash account customers.

• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.

Qualifications:

• High School Degree or Equivalent required ; Degree 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 deal with people sensitively, tactfully, diplomatically, and professionally at all times

• Computer literate, including MS Office Suite and proficiency in MS Excel

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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