Customer Service Representative, Domestic

Wesco Turf•Deerfield Beach, FL

About The Position

The Customer Service Representative is responsible for providing comprehensive parts-related support to golf, sports field, municipal, consumer, landscape contractor customers and irrigation product customers within the domestic division. The role combines customer service excellence with sales support responsibilities to maintain high customer satisfaction and operational efficiency. To grow and build a successful career with Wesco/Hector Turf, you will be responsible for:

Requirements

Language : Spanish speaking and writing ability is highly desired/a plus
Technical : Intermediate computer skills, Microsoft Word/Excel proficiency, reasonable typing speed and accuracy
Industry : General knowledge of turf, lawn maintenance, and irrigation systems with technical experience
Customer Service : Superior customer service skills with previous customer service experience required
Maintain professional appearance and actions.

Responsibilities

Take up to 800 customer calls per month for parts orders via phone, fax, web, email, and walk-up customers
Process up to 3,000 parts orders monthly as part of the Customer Service team
Become proficient with products across four divisions: commercial, sports field & grounds, RLC and irrigation
Handle counter walk-up customers including daily order pick-ups, billing closure, and customer lookup assistance
Facilitates assisting with processing of daily web order releases.
Assist customers in finding correct part numbers for equipment via internet or hard copy resources
Key customer parts orders while live on the phone ensuring part numbers, quantities, and customer numbers are accurate
Make proactive outbound sales promotional calls and engage in strategic planning of marketing programs
Build strong customer relationships and effectively manage problems and confrontations
Focus on creating loyal customers with emphasis on back-ordered parts communication and ETA updates
Maintain professional phone etiquette, managing call length to minimize customer queue wait times
Research and process Return Goods Authorizations (RGAs) including coding accuracy, weekly submittal, and logging
Maintaining RGA coding verification and inventory return to stock review and logging.
Reconcile monthly backorder reports and review internal/external ETAs on outstanding part shipments
Process RGA credit orders to accounting with inventory accuracy.
Support UPS claim issues and administration
Serve as customer liaison for irrigation day to day questions.
Work closely with export team for technical parts assistance as needed.
Understand RLC dealer parts programming and marketing guide
Know when to direct large project irrigation whole goods questions to the Irrigation team.
Expand irrigation knowledge through required training sessions
Expand knowledge on all Commercial Allied lines.

Benefits

Health Insurance – Medical, dental, and vision insurance is available to full-time employees, eligible dependents, and spouses.
Wellness – We offer full-time associates a variety of mental health, financial health, and other types of resources.
Growth Opportunities – Nearly half of our employees have worked in our organization for over ten years. We are committed to the advancement of our employees by providing challenging work assignments, formal and informal training, professional associations, and networking opportunities.
Competitive Salary – In addition to their base pay, employees are eligible for our company-wide bonus that is dependent on Wesco meeting our sales goals. We have met these goals every year for the past 10 years, the bonus is equivalent to 0-3 weeks of additional pay and is prorated for your first year. Employees in our Service and Operations departments are eligible for a monthly incentive program based on performance.

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