Customer Service Representative

Overview

WHO WE ARE: Founded in 1947 and headquartered in Schofield, Wisconsin, Wausau Supply Company has a history of providing top-quality building materials to authorized retailers across the United States. As a 100% employee-owned company, we are dedicated to serving our customers and ensuring that our employees have a direct stake in our success. We distribute building materials from the industry’s leading manufacturers to authorized retailers from the western Rocky Mountains to the east coast.

Our manufactured brands include Diamond Kote Siding System, Waudena, Cham Clad and Taylor Entrance Systems, reflecting our commitment to innovation, safety, service and integrity. Our territory continues to expand with nineteen distribution centers and five fabrication and finishing facilities across the United States.

At Wausau Supply Company, we are driven by a passion for excellence and a dedication to service, ensuring that we remain a trusted partner in the building materials industry for generations to come.

• 3 weeks paid vacation within 1st year
• 9 paid holidays
• 100% Employee Owned
• Employee Stock Ownership Program—Employer funded with an average retirement contribution of up to $4 per hour
• 401K Retirement Fund - Additional opportunity for employee to contribute
• Health, Dental, Vision, Short Term/ Long Term Disability
• Employee Assistance Program
• Opportunity for advancement
• Training and development
• Employee Material Purchase Program

As an industry leader in the building materials market, a Wausau Supply Co. (WSC) Customer Service Representative (CSR) is responsible for being the frontline ambassador to our WSC customers. Demonstrating professionalism, honesty, integrity, and interest in our customer is required on every interaction. This position is a great mix of utilizing customer service skills and having the freedom to find a solution that is profitable for both the customer and WSC.

• Handle a large volume of incoming calls, emails and web chat interactions.
• Identify and predict potential needs of each customer and communicate solutions in an empathetic and courteous manner.
• Enter customer orders and offer consultation on complementary products.
• Clearly communicate feature and benefits of applicable products and services in terms the customer will understand, while taking into account regional and industry terminology.
• Communicate with other departments and co-workers to maximize a consistent experience for the customer and to leverage information uncovered during customer interactions.
• Effectively use all the tools at your disposal to solve problems and learn new things.
• Price negotiate to secure business while balancing the long-term relationship of WSC and the customer.
• Learn and adhere to all internal procedures to promote consistent and efficient service to the customer.
• Meet or exceed all established metrics for quantity and quality.
• When things are slow (winter months), gain additional skills by assisting with projects in Customer Service and other areas like eCommerce, HR, IT, Marketing, Production, etc.

• Consistently display a positive and helpful attitude with customers and co-workers.
• Practice and display empathy, patience, and care on every customer and co-worker interaction.
• Excellent verbal and written communication skills
• Effective organizational skills with minimal oversight.
• Advanced mathematical competency
• Independent decision-making skills, initiative and accountability.
• A willingness to accept coaching, criticism, and the ideas of others.
• A natural curiosity in our customers’ business and ask relevant questions that will positively impact both the customer and WSC’s business relationship.

• High School Diploma or equivalent
• 2 years' experience in a call center or other customer facing role

• Ability to sustain long periods of working at a desk with continuous phone calls.
• Ability to situationally work extended workdays during peak customer volume periods
• Willingness to assist in other departments during non-peak periods.

Reports to: Customer Service Supervisor & Manager

Conclusion: A Customer Service Representative for WSC will exemplify the high standards that have come to be associated with WSC. Acting with professionalism, honesty, and integrity is expected with every interaction. Understand and take ownership that every customer contact influences whether or not they will come back.