Job Description
Job Description As the Union - Associate Customer Service Representative, you will interact with existing customers, primarily by phone and email, to increase sales of the Company's products and/or services by obtaining and up-selling orders, creating customer satisfaction and adding value to the customer's buying experience. You will focus on proactive selling techniques to add business or expand current book of accounts. You will also collaborate with outside sales to ensure goals are being met.
Responsibilities: - Interacts with customers by phone or in person to provide information and to ensure best service possible.
- Handles and resolves customer complaints, special orders, or returns in-store, via phone or mail.
- Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
- Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
- Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.
- Refers unresolved customer grievances to designated departments for further investigation.
- Completes customer invoicing.
- 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.
- Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.
- Prepares for, attends, and participates in weekly sales meetings.
- Remains current on industry trends, market activity and competitor products.
Qualifications: - High School Degree or Equivalent required; Associate Degree preferred
- 0-2 years of relevant experience
- 1 year of sales experience preferred
- Direct b-2-b sales experience preferred
- 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
- Ability to build working relationships with other functional areas to best support mutual objectives
- Basic problem-solving skills and ability to analyze information in order 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
- Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques
- Ability to effectively prioritize and execute tasks
- Ability to build and maintain long-term relationships with customers
Wesco International, Inc., including its subsidiaries and affiliates ("Wesco"), is an Equal Opportunity and Affirmative Action Employer. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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About Us This position is a union position and is subject to a collective bargaining agreement. Wesco provides a variety of benefits to employees. More information about benefits are available in the collective bargaining agreement.
About the Team At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on.
Our company's greatest asset is our people. Wesco is committed to fostering diversity and inclusion across our workforce by embracing the unique perspectives, authenticity and individuality of more than 20,000 Wesco employees around the globe. Through our Business Resource Groups, comprehensive benefits plan and our community outreach initiatives, you can be a part of a welcoming work community who provides platforms for your success.
Learn more about Working at Wesco here and apply online today!
Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.
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