Customer Service Associate Representative

Wesco•Jersey Village, TX

About The Position

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 solutions or requested information to customers. You will analyze customers’ service needs and refer them to other service or technical departments for follow-up as needed. The role also supports sales opportunities and ongoing customer relationships, including identifying customer needs and participating in weekly sales meetings.

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 customer needs assessment, 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 relationships with customers.

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 service possible.
Handle and resolve customer complaints, special orders, or returns in-store, via phone, or by mail.
Obtain and examine relevant information to assess the validity of complaints and determine possible causes.
Receive and process orders, and provide information concerning pricing, changes in service, discontinuance, and shipping.
Maintain 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, understand their new or existing needs, and develop strategies to address them.
Prepare for, attend, and participate in weekly sales meetings.
Remain current on industry trends, market activity, and competitor products.