Customer Service Representative

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
• Report lost sales
• 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.

What You'll Need

• 2+ years of relevant experience
• High School or GED - Required

Knowledge, Skills and Abilities

• Excellent customer service and interpersonal skills
• Ability to effectively communicate orally and in writing with customers, suppliers, and employees
• Working knowledge of Microsoft Office
• Ability to navigate and utilize online resources related to essential job duties and responsibilities
• Knowledge of basic algebra, percentages, addition, subtraction, multiplication
• Must be a self-starter with the ability to work independently and with little supervision
• Must demonstrate good time management skills
• Must possess strong planning, organizational and execution skills
• Must have the ability to set goals and meet deadlines
• Must possess excellent customer service skills
• Must demonstrate ownership of assigned responsibilities and ability to get the job done in a timely manner
• Must possess knowledge of electrical products

Physical Demands:

• Sit: Must be able to remain in a stationary position - Frequently – 21% to 50%
• Walk: Must be able to move about inside/outside office or work location - Frequently – 21% to 50%
• 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 - Occasionally – up to 20%
• 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 - Frequently – 21% to 50%
• Up to 25 pounds - Frequently – 21% to 50%
• 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 - Occasionally – up to 20%

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.”

For the state of California only, the pay is $26.00 to $33.00, depending upon qualifications, experience, and other considerations permitted 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.