Senior Representative - Customer Service

Wesco•Lincoln, NE

About The Position

As a Senior Customer Service Representative serving in a Sales Support capacity, you will respond to customer and supplier inquiries by telephone, email, or virtually and provide resolutions. You will work with the customer’s assigned ISR to resolve complex or unusual requests and problems that may require customized responses, and communicate solutions or requested information to customers. You will analyze customer service needs and refer them to other service or technical departments for follow-up or additional information as needed. You will also update internal teams on customer needs and factors contributing to customer satisfaction. You may be assigned more complex or critical support roles.

Requirements

High school degree or equivalent required.
Five or more 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.
Effective verbal and written communication skills.
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 to promote customer loyalty.
Support OEM customers by answering questions and concerns and handling account inquiries and 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, discontinuance, and shipping.
Maintain records of customer interactions and transactions, including details of 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 weekly all physical inventory allocated to OEM customers.
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 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.