Wesco

Associate Representative - Customer Service

Wesco, Knoxville

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 solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.

Responsibilities:

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Interacts with customers by phone or in person to provide information and to ensure best service possible.
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Handles and resolves customer complaints, special orders, or returns in-store, via phone or mail.
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Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
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Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
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Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.
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Refers unresolved customer grievances to designated departments for further investigation.
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Completes customer invoicing.
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Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager, whether customer sales and service or outside sales should manage opportunity.
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Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.
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Prepares for, attends, and participates in weekly sales meetings.
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Remains current on industry trends, market activity and competitor products.
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Qualifications:

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High School Degree or Equivalent required; Associate degree (U.S.)/College Diploma (Canada) preferred
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0-2 years of relevant experience
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1 year of sales experience preferred
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Direct Sales (B2B) experience preferred
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Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred
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Knowledge of principles and processes for providing customer and personal services including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
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Ability to build working relationships with other functional areas to best support mutual objectives
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Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers
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Ability to research and resolve customer issues
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Strong written and verbal communication skills
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Basic computer skills
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Ability to effectively prioritize and execute tasks
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Ability to build and maintain long-term relationships with customers
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