CUSTOMER SERVICE

Primary Functions:Perform quotation, customer order (contract) review, order entry, expediting, etc., and customer service activities for a specific customer base.Responsibilities and Authority:• Order Review – Reviewing customer orders/contracts to assess if customer’s requirements are adequately defined/understood and that the branch has the capabilities to meet order requirements. • Order Editing (Customer Inquiry & Order Entry) – Entering customer inquiries and/or telephone orders into Distribution System. Includes warehouse, direct ship, assemble & hold, and reserve (future shipment) orders; also involves editing and entry of fax/mail/E.D.I. orders. • Order Modificatins and Cancellations – Entering modifications to existing WESCO orders for additions, deletions of line items or notes through Distribution System. Includes the complete cancellation of existing orders and notifying the appropriate functions affected by the changes. • Return Material Authorization (RMA)/Credit Memo – Performing necessary lookup, making copies of supporting documentation, preparing RMA/Credit forms for material and pricing adjustments. Includes appropriate action to initiate return to supplier and entering of RMA’s/Credits into Distribution System, as required.• Customer Claims and Deductions – Investigating deductions made by customer when paying WESCO invoices, obtaining necessary information for management to make a determination of whether credit is to be issued or letter to be written. Also includes preparing replies, credit forms (such as RMA, price adjustment) and/or entering the credit transaction into Distribution System.  â€¢ Customer Complaints/Corrective Action – Recording verbal/written complaints from customers concerning dissatisfaction with product or service provided. Includes processing the complaint by responding to the customer with the action taken to correct the problem; submitting the results to management for review/closure, and initiating a request for corrective action, when appropriate. • Order Expediting – Reviewing open customer order reports and taking action on open items; specifically, those items that may be at risk in meeting the customer’s promised delivery date. Includes maintaining Distribution System backorder report, associated customer expediting report/notices, and customer notification, as required.