Customer Experience Specialist

Winsupply is in the business of creating and enabling entrepreneurs to achieve their dreams through wholesale distribution. Winsupply is a group of over 670 locally-owned companies that operate across a variety of industries, including HVAC, Plumbing, Electrical and more. The purpose of the support services campus is to eliminate obstacles and provide support to help our entrepreneurs succeed. Support service employees assist entrepreneurs in achieving their dreams through finance, accounting, IT, and other back-office operations.

About the Job

Winsupply Sourcing Services (WSS) operates ~2 million square feet of wholesaling warehouse space, while offering inventory and vendor management, to be the premier vendor partner for our customer base. 

Our customer base consists of aspiring entrepreneurs who own and operate their own wholesale distribution businesses, now over 650 businesses nationwide.  Therefore, this job provides the opportunity to have a direct impact in the success of entrepreneurial small businesses across the United States, and in particular, those that rely on WSS to improve their inventory turnover.  WSS transacts with vendors and customers nearly three quarters of a million times in a given fiscal year.  In this role, you will help ensure WSS exceeds our local company customers’ service expectations in every interaction, including the efficient and timely processing of orders.

Key Job Responsibilities by Assigned Service Sector

• Customer Service
  • Respond to customer inquiries; answer telephones, monitor and respond to emails
    • Research required information using available resources; handle customer complaints diligently
    • Route calls to appropriate resources / identify and escalate priority issues as necessary
  • Advocate for WSS in every interaction – WSS buying benefits, monthly promotions, new products, etc.
  • Communicate with customers proactively to manage service expectations
    • Advise on delivery date expectations, extended lead times on back-orders, etc.
    • Work with RDC employees / Wholesalers Transportation to address delivery issues
• Order Processing
  • Process order exceptions, special orders, and cancellations from local company customers
    • Reflect order changes on submitted orders, only at the direct request of the customer
    • Effectively manage and resolve all exception ques to ensure accurate order processing
  • Correctly reflect any add lines on the purchase order, including quotes, promotions, etc.
  • Verify all order entry and order acknowledgment information is accurate; communicate timely with appropriate customer contacts to rectify unverifiable order entry information as necessary
• WSS Operational & System Expertise
  • Ensure information is passed along to fellow DCP specialists, product managers, distribution centers, and other necessary employees so that all matters can be addressed timely and efficiently
  • Maintain proper documentation on all matters in Cherwell; communicate identified process improvements
  • Hold oneself to WSS Standards of Service; ensure adherence to WSS policies at all times
• All other duties as assigned, including special projects

Competencies for Success

Customer-focused mindset; detail oriented; analytical / critical thinking; effective verbal / written communication.

Associate’s Degree in Business, Business Administration or related field. In lieu of degree, relevant experience considered. Experience in wholesale industry a plus. Proficient with office technology and software.

Physical Demands

• Regularly required to stand, walk, bend, kneel, crouch, crawl, and climb ladders or lifts.
• Must be able to lift and move objects up to 25 pounds frequently and over 100 pounds occasionally.
• Ability to work in confined spaces, ceilings, crawl spaces, and outdoor environments.
• Use of hand tools, power tools, and installation equipment daily.
• Must be able to wear appropriate personal protective equipment (PPE) per safety regulations.

We are committed to inclusion, diversity, and equal employment opportunity, regardless of race, color, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other factor protected by applicable federal, state, or local laws.