The Role
Manage customer orders and inquiries, provide excellent customer service, process releases and RMAs, update shipping/status, support contract administration, enter pricing data, prioritize urgent orders, and assist teammates and ad hoc projects.
Summary Generated by Built In
- Know, understand, and incorporate the Wesco philosophy, value and vision in all business behavior, practice and decisions
- Maintain up to date knowledge of Wesco customer requirements and distribution methods and timing
- Maintain positive working-relationships with external customers and all inter-working departments and personnel
- Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests
- Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day
- Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions
- Provide LTA contract administration support, as assigned
- Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (on a daily basis)
- Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements.
- Process daily release orders system and verify against contract to ensure information is correct
- Process material returns (RMA's) as requested by the customer
- Understand and ensure proper quality flow downs are in place for contract review
- Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating
- Assist in issuing shopping and inventory locator service requests
- Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders
- Prepare and follow through with customer expedite request
- Train/mentor others within sales department (as assigned)
- Perform ad hoc projects and tasks (as assigned)
- Attend department or company sponsored training or meetings, as required.
Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously - Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers
- Ability to be detailed oriented and perform in-depth account research, if required
- Maintain clear and accurate data entry, documentation and reporting skills, as required
- Maintain basic competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required
Skills Required
- Excellent customer service skills and ability to build and maintain customer relationships
- Strong organizational and time-management skills with ability to handle multiple tasks simultaneously
- Detail-oriented with ability to perform in-depth account research and ensure accurate data entry
- Competency with integrated data systems and Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)
- Experience processing, monitoring, and releasing customer orders, including handling RMAs and expedite requests
- Ability to prioritize orders based on urgency, specifications, and shipping/delivery requirements
- Train and mentor others within the sales department (as assigned)
- Maintain knowledge of customer requirements, distribution methods, and contract review/administration support
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The Company
What We Do
Incora™, formerly Wesco Aircraft and Pattonair, is a leading, global provider of innovative supply chain solutions. Beginning with a strong foundation in aerospace, Incora also utilizes its supply chain expertise to serve industrial manufacturing, marine, pharmaceuticals and beyond. Incora incorporates itself into customers' businesses, managing all aspects of supply chain from procurement and inventory management to logistics and on-site customer services. The company is headquartered in Fort Worth, Texas, with a global footprint that includes 68 locations in 17 countries and more than 4,000 employees. For links to our website and social channels visit linktr.ee/incora.
