Accountability and Scope

The Customer Service Representative II is accountable for facilitating and building strong customer relationships through providing continuous high-quality service and support. The Customer Service Representative will maintain an advanced working knowledge of sales policies, internal practices, and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration

Essential Duties and Responsibilities

• Know, understand, and incorporate the Wesco philosophy, value and vision in all business behavior, practice, and decisions
• Maintain advanced, up to date working knowledge of Wesco customer requirements and distribution methods and timing
• Maintain positive working-relationships with external customers and all inter-working departments and personnel
• Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests
• Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day
• Investigate and attempt to resolve intermediate to complex level customer issues in alignment with established company policies, procedures, and work instructions
• Process daily release orders system and verify against contract to ensure information is correct
• Process material returns (RMA's) as requested by the customer
• Understand and ensure proper quality flow downs are in place for contract review
• Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating
• Assist in issuing shopping and inventory locator service requests
• Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders
• Prepare and follow through with customer expedite request
• Train/mentor others within sales department (as assigned)
• Perform ad hoc projects and tasks (as assigned)
• Attend department or company sponsored training or meetings, as required

Essential Competencies

• Business Acumen
• Acccount Planning
• Customer Orientation
• Driving for Results
• High Impact Communication

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