Senior Representative - Customer Service

Wesco • Lincoln, NE

1d • $23 - $29

About The Position

As a Senior Customer Service Representative serving in a Sales Support capacity, you respond to customer and supplier inquiries by telephone, email, or virtually and work to resolve issues. You partner with the customer’s assigned ISR to address complex or unusual requests that may require customized responses, communicate solutions and requested information, analyze customer service needs, and refer matters to other service or technical departments when needed. You also update internal teams on customer needs and factors affecting satisfaction and may be assigned more complex or critical support roles.

Requirements

• High school degree or equivalent required.
• 5+ years of relevant experience.
• Strong time-management skills, including the ability to prioritize customer issues and resolve them with positive outcomes.
• Solid interpersonal skills and the ability to work effectively in a diverse working environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to work well under pressure.
• Strong attention to detail.
• Ability to handle customers sensitively, tactfully, diplomatically, and professionally at all times.
• Proficient computer skills, including familiarity with MS Word, Excel, and email.

Nice To Haves

• Associate’s degree (U.S.) or college diploma (Canada) preferred.

Responsibilities

• Assist the ISR and OSR in building and maintaining business relationships with OEM customers by providing prompt and accurate service that promotes customer loyalty.
• Answer OEM customer questions and concerns, handle account inquiries, and address complaints escalated from other departments.
• Research and resolve customer problems, acting as a liaison between the customer and other departments when necessary.
• Receive and process orders and provide information about pricing, service changes or discontinuance, and shipping.
• Maintain records of customer interactions and transactions, including inquiries, complaints, comments, and actions taken.
• Provide backup support to Inside Sales.
• Initiate, track, and resolve supplier orders; monitor pricing and freight variances.
• Manage supplier Special Pricing Programs for OEM customers, ensuring they are accurate, active, and renewed as needed.
• Mediate invoice disputes with OEM customers.
• Validate physical inventory allocated to OEM customers weekly.
• 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 the ISR, OSR, and OEM leadership as needed.
• Provide OEM 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 OEM sales meetings.

Benefits

• Eligible employees may receive paid time off, medical, dental, and vision coverage, and retirement savings plans.
• For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to applicable plan terms.
• Certain sales roles may receive additional compensation through a commission structure based on sales results.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED