Senior Customer Service Representative
$23.42 - $29.28/hr
Senior
Associate's
Lincoln, NE, USA
In Person
Customer Experience & SupportCustomer Support
About the job
Requirements
- A high school degree or equivalent is required.
- Five or more years of relevant experience are required.
- Strong time management skills, including the ability to prioritize customer issues and resolve them with positive outcomes, are required.
- The ability to work effectively in a diverse working environment is required.
- The ability to communicate effectively verbally and in writing is required.
- The ability to work well under pressure is required.
- Strong attention to detail is required.
- The ability to handle customers sensitively, tactfully, diplomatically, and professionally at all times is required.
- Computer proficiency, including familiarity with Microsoft Word, Excel, and email, is required.
Responsibilities
- Respond to customer and supplier inquiries by telephone, email, or virtually and resolve them.
- Work with the assigned inside sales representative to resolve complex or unusual requests and problems that may require customized responses, and communicate solutions or requested information to customers.
- Analyze customer service needs and refer them to other service or technical departments for follow-up or additional information as needed.
- Provide updates to internal teams about customer needs and factors that contribute to customer satisfaction.
- Support roles that are more complex or critical, as assigned.
- Assist inside and outside sales representatives in building and maintaining business relationships with original equipment manufacturer customers by providing prompt and accurate service to promote customer loyalty.
- Answer original equipment manufacturer customer questions and concerns and handle customer account inquiries and complaints escalated from other departments.
- Research and resolve customer problems, acting as the customer liaison with other departments when necessary.
- Receive and process orders, and provide information about pricing, service changes, discontinuance, and shipping.
- Maintain records of customer interactions and transactions, including details of inquiries, complaints, comments, and actions taken.
- Provide backup support to Inside Sales.
- Initiate, track, and resolve supplier orders, and monitor pricing or freight variances.
- Manage supplier special pricing programs for original equipment manufacturer customers, ensuring they are accurate, active, and renewed as needed.
- Mediate invoice disputes with original equipment manufacturer customers.
- Validate weekly all physical inventory allocated to original equipment manufacturer customers.
- Provide warehouse support as needed, including receiving, shipping, delivery, and stock management.
- Correspond with customers about their needs in a timely and effective manner.
- Monitor projects at a granular level.
- Escalate critical and unresolved issues to inside sales, outside sales, and original equipment manufacturer leadership as needed.
- Provide original equipment manufacturer customer-based inventory management services as needed.
- Share identified product or service upsell opportunities with the sales team.
- Prepare for, attend, and participate in weekly original equipment manufacturer sales meetings.
Desired Qualifications
- An associate’s degree (United States) or college diploma (Canada) is preferred.
About the company
Wesco International distributes electrical, industrial, and communications products to business customers and provides logistics and supply chain services. It operates through three business units: Electrical & Electronic Solutions, Communications & Security Solutions, and Utility & Broadband Solutions. With about 800 branches and offices in around 50 countries, Wesco combines thousands of manufacturer parts with warehousing and distribution to support procurement and logistics for customers like contractors, data centers, security firms, and government agencies. Its goal is to be a reliable, end-to-end partner for multinational and local customers by delivering broad product access and integrated supply chain solutions.
Company Size
5,001-10,000
Company Stage
IPO
Headquarters
Pittsburgh, Pennsylvania
Founded
1922
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Simplify's Take
What believers are saying
- Q2 2026 sales reached $6.7 billion, with organic growth 12.6% and record backlog.
- Data-center sales hit $1.5 billion in Q2 2026, up 45% year over year.
- CEO John Engel raised 2026 organic growth guidance to 9%-11% on July 30.
What critics are saying
- ExfilSquad’s August 11, 2026 CRM breach exposed 2.6 million records and customer trust.
- Wesco depends heavily on data centers; one slowdown would hit growth and valuation fast.
- The July 2026 Newark deal adds integration risk while debt service rose after refinancing.
What makes WESCO International unique
- Wesco’s One Wesco cross-selling tied EES, CSS, and UBS lifted Q2 2026 backlog 60%.
- Newark Engineering added Southeast Asian data-center cooling and lifecycle services on July 1, 2026.
- Wesco’s 800-location network spans 50 countries, giving contractors immediate local inventory and logistics.
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Benefits
- Hybrid Work Options
- Professional Development Budget