Customer Service Representative

• Experience Level (for career site):
  Experienced Professional
• Contract Type:
  Permanent
• Job Family:
  Sales
• Compensation: USD 26 - USD 33 - hourly

Rexel USA is one of the largest distributors of electrical products, data communication, and related supplies in the United States. Rexel USA operates its electrical distribution business in the United States through eight Regions that go to market under various banner and trade names, including Rexel, Rexel Automation, Gexpro, Mayer, and Platt Electric Supply. In addition to an online store, Rexel USA has a distribution network of over 460 warehouse storefront locations throughout the U.S.

We are looking for a Customer Service Representative to join our Rexel USA team in Santa Clara, CA!

Customer Service Representative I, II, or Senior level:

Employee’s level and pay will be dependent on their level of experience, knowledge, and capabilities.

Summary: The Customer Service Representative is responsible for providing exceptional service for customers through facilitating orders and resolving issues, in a manner that continues the strong customer experience focus. The Customer Service Representative will add value, remove complexity in the process and ultimately free up time, enabling our sales team to develop and grow accounts. Will also have responsibility for jointly managing our most critical key customers.

What You ll Do:

• Assigned a specific group of accounts that have sales targets and responsibilities
• Establish, develop, and maintain excellent working relationships with customers, suppliers, and co-workers
• Project a positive, professional image of the company in all communications with customers, vendors, co-workers, and suppliers
• Perform duties in a professional manner by promptly providing accurate and thorough pricing quotations, product information, and order information
• Take ownership of customer’s requests, inquiries, and concerns promptly; follow through to customer’s satisfaction
• Act as main point of contact between customer and internal departments to ensure customer satisfaction
• Respond to all customer requests within same business day
• Process order entry information within same business day
• Ask customers pertinent questions to define expectations regarding delivery dates and price
• Suggest alternative products when a customer requested product is not available
• Take an active role in selecting, sourcing products, and providing solutions to assigned customers
• Write credits in a timely manner
• Analyze system generated reports to proactively track, expedite, and communicate to customers any changes in order promise dates
• Stay current with industry trends, products, and services; actively participate in vendor programs and courses
• Inform customers of industry events, product updates, and promotions
• Achieve overall gross margin levels established by management; profitably grow market share
• Establish proficiency in current business system and related applications
• Take lead role in vendor pricing negotiation and special pricing agreement management for assigned accounts
• Provide collection assistance for assigned accounts as required to support credit department
• Coordinate with Account Manager on strategy and relationship building for assigned accounts
• Acquire knowledge of the company’s organization, structure, product lines, and policies and procedures
• Assist counter sales, as needed
• Other duties as assigned

Job Duties Disclaimer: The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time.

The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrate commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Rexel USA.