WESCO International

Global B2B distribution and logistics

Senior Customer Service Representative

Customer SupportConfirmed live in the last 24 hours

Full-timeNew Brighton, MN, USA$28.62 - $35.78 /hrIn-person

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.
Computer proficiency, including familiarity with Microsoft Word, Excel, and email, is required.
The ability to communicate effectively both verbally and in writing is required.
The ability to handle customers sensitively, tactfully, diplomatically, and professionally is required.

Responsibilities

Respond to customer inquiries by telephone, email, or walk-in and provide inquiry or problem resolution.
Resolve complex or unusual customer requests and problems that may require a customized response, and communicate solutions or requested information to customers.
Analyze customer service needs and refer cases to service or technical departments for follow-up or additional information as needed.
Provide updates to internal teams on customer needs and factors that contribute to customer satisfaction.
Support products that are more complex or critical when assigned.
Build and maintain customer business relationships by providing prompt and accurate service to promote customer loyalty.
Answer customer questions and concerns, handle customer account inquiries, and address complaints escalated from other departments.
Mentor and direct team members and provide training on best practices.
Process payments for cash-account customers.
Research and resolve customer problems, acting as the customer liaison with other departments when necessary.
Provide backup support to the sales counter for walk-in and telephone inquiries.

Desired Qualifications

An associate's degree in the United States or a college diploma in Canada is preferred.
Strong interpersonal skills that support effective work in a diverse working environment are preferred.
The ability to work well under pressure is preferred.
Strong attention to detail is preferred.

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail, or walk-ins 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.
Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.
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.
Back-up support to sales counter with walk in and telephone inquiries.

Qualifications:

High School Degree or Equivalent required; Associates’ Degree (U.S.)/College Diploma (Canada) 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 handle customers sensitively, tactfully, diplomatically, and professionally at all times
Proficient computer skills including familiarity with MS Word, Excel, and e-mail

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Compensation Details: $28.62 - $35.78 Per Hour

About the Company

WESCO International

Global B2B distribution and logistics

Wesco International is a large B2B distributor and logistics provider that moves electrical, industrial, and communications products to customers such as electrical contractors, data centers, and government agencies. It sources products from thousands of manufacturers and offers procurement, warehousing, distribution, and supply chain management services through a global network of about 800 branches and facilities in nearly 50 countries. The company differentiates itself by offering a wide product range at scale with end-to-end supply chain services that support customers across industrial, utility, and government markets. Its goal is to be a reliable partner for customers’ procurement and logistics needs by delivering comprehensive worldwide distribution and supply chain solutions.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Pittsburgh, PA
Founded: 1922

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