Associate Representative - Customer Service

Wesco•Mount Prospect, IL

About The Position

The Associate Representative - Customer Service responds to customer inquiries by telephone, email, and/or in person, providing information and resolving routine or basic problems. The role assesses customer service needs and refers matters to other service or technical departments when follow-up is required. It also supports sales and service opportunities by maintaining client relationships and identifying customer needs.

Requirements

High school degree or equivalent required.
0–2 years of relevant experience.
Knowledge of principles and processes for providing customer and personal services, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
Ability to build working relationships with other functional areas to support mutual objectives.
Basic problem-solving skills and ability to analyze information 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.
Ability to effectively prioritize and execute tasks.
Ability to build and maintain long-term customer relationships.

Nice To Haves

Associate degree (U.S.) or college diploma (Canada).
1 year of sales experience.
Direct sales (B2B) experience.
Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques.

Responsibilities

Interact with customers by phone or in person to provide information and ensure the best possible service.
Handle and resolve customer complaints, special orders, and returns in-store, by phone, or by mail.
Obtain and examine relevant information to assess the validity of complaints and determine possible causes.
Receive and process orders; provide information about pricing, service changes, discontinuance, and shipping.
Keep records of customer interactions and transactions, including details of inquiries, complaints, comments, and actions taken.
Refer unresolved customer grievances to designated departments for further investigation.
Complete customer invoicing.
Identify additional product or service opportunities with existing or potential clients and determine with the customer sales and service manager whether customer sales and service or outside sales should manage the opportunity.
Maintain regular contact with existing clients, seeking to understand their needs and challenges and developing strategies to address them.
Prepare for, attend, and participate in weekly sales meetings.
Stay current on industry trends, market activity, and competitor products.