Customer Service Specialist

Job Description

Job Description

Company Description

We are looking for a Customer Service Specialist to join our Rexel, USA team in Mansfield, MA!

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.

Job Description

Summary:
The Customer Service Specialist is responsible for delivering exceptional customer service to our internal and external customers. Responsible for answering calls, addressing customer and vendor questions and needs both in person and via email, processing orders, and other clerical duties as assigned.

What You'll Do:

• Must behave consistently with the Company’s Core Competencies, Polices, Procedures and focus on safety
• Complete administrative duties including, but not limited to, resolving and processing accounts payables, answering emails, filing claims, purchasing office supplies, and managing various reports
• Establish and maintain customer relationships with a wide variety of clients
• Handle customer inquiries, process orders, and resolve customer issues promptly using root-cause analysis and data analytics
• Manage and maintain internal communication between sales team and branch/distribution center staff
• Consistently answer the telephone during business hours professionally, promptly, and courteously
• Partner with accounts payable, receiving and purchasing to analyze and resolve purchase order variances
• Coordinate special orders, last-minute shipping requests, and expediting any orders as necessary
• Trace orders as required and notify customers of any activity concerning their merchandise
• Research WMS (Warehouse Management System) transaction logs and/or hub alert system to correct or verify any outstanding issues
• 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.

Qualifications

• Prior customer service experience in a Distribution Center or electrical distribution industry a plus
• Certification to operate forklift, hand truck, pallet jack and other warehouse equipment preferred
• High School or GED - Required
• Knowledge of AS400, Highjump or other Warehouse Management Systems(WMS) software
• Ability to navigate, comprehend, and connect data from multiple operating systems
• Excellent organization and time management skills, detailed oriented, able to prioritize in a multi-tasking environment and ability to work under pressure and adhere to specific deadlines
• Strong analytical, troubleshooting, and problem-solving abilities
• Demonstrated self-starter with resilient personal initiative and ability to work both independently, and within a team
• Excellent computer skills demonstrated experience with Microsoft Office (Excel), automated order entry systems, and other internet-based tools
• Proven experience in mining, analyzing, and reporting out on large data sets
• Demonstrate high energy and passion for exceeding customer expectations; strong desire to go above and beyond the call of duty

Additional Information

Physical Demands:

• Sit: Must be able to remain in a stationary position - Constantly – at least 51%
• Walk: Must be able to move about inside/outside office or work location - Constantly – at least 51%
• Use hands to finger, handle, or feel: Operates a computer and other office machinery - Constantly – at least 51%
• Stoop, kneel, crouch, or crawl: Must be able to crouch down to stock shelves, pick up boxes, or position oneself to maintain computers in the lab/under desks/in server closet - Occasionally – up to 20%
• Climb or balance: Must be able to ascend/descend on a ladder, forklift, pallet jack, or other warehouse equipment - Constantly – at least 51%
• Talk, hear, taste, smell: Must be able to use senses to effectively communicate with co-workers and clients and detect hazardous conditions - Constantly – at least 51%

Weight and Force Demands:

• Up to 10 pounds - Constantly – at least 51%
• Up to 25 pounds - Constantly – at least 51%
• Up to 50 pounds - Occasionally – up to 20%

Working Environment:

• Exposed to unpleasant or disagreeable physical environment such as high noise level and/or exposure to heat and cold - Occasionally – up to 20%
• Exposed to electrical hazards; risk of electrical shock - Occasionally – up to 20%
• Handles or works with potentially dangerous equipment - Occasionally – up to 20%
• Travels to offsite locations - None

Disclaimer:
“Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.”

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• 401K with Employer Match
• Paid vacation and sick time
• Paid company holidays plus flexible personal days per year
• Tuition Reimbursement
• Health & Wellness Programs
• Flexible Spending Accounts
• HSA Accounts
• Commuter Transit Benefits
• Additional Optional Insurance such as Pet Insurance, Legal Assistance, Critical Illness, Home and Auto Insurance to name a few.
• Employee Discount Programs
• Professional Training & Development Programs
• Career Advancement Opportunities – We like to promote from within

Our goal is to create a workplace where everyone feels respected, valued, and empowered to succeed as we understand that our success and innovation is enhanced by an inclusive and diverse workforce.
Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.