Description

As a Senior Representative - Customer Service, you will respond to customer inquiries by telephone and e-mail to provide inquiry and/or problem resolution. You will resolve complex or unusual requests and problems that may require a customized response 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 or additional information as needed.

You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support products that are more complex or critical.

Responsibilities:
Build and maintain business relationship with customers by providing prompt and accurate service to promote customer loyalty.
Support customer base by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.
Mentor and give direction to team members and provide training on best practices.




Process payments for cash account customers.
Research and resolve customer problems, acting as the customer liaison between other departments when necessary.
Use data and analytics to solve problems within the supply chain environment.
Back-up support to sales counter with walk in and telephone inquiries.

Qualifications:
High School Degree or Equivalent required; College Diploma preferred
5+ years of relevant experience
Robust time management skills required, including ability to prioritize customer issues and resolve with positive outcomes
Solid interpersonal skills that allow one to work effectively in a diverse working workplace
Able to effectively communicate both verbally and in writing
Able to work well under pressure
Robust attention to detail
Able to handle customers sensitively, tactfully, diplomatically, and professionally at all times
Proficient computer skills including familiarity with MS Word, Excel, and e-mail

📌 Senior Representative Customer Service Supply Chain Calgary
🏢 WESCO
📍 Calgary