Customer Services Representative

As an industry leader in the building materials market, a Wausau Supply Co. (WSC) Customer Service Representative (CSR) is responsible for being the frontline ambassador to our WSC customers. Demonstrating professionalism, honesty, integrity, and interest in our customer is required on every interaction. This position is a great mix of utilizing customer service skills and having the freedom to find a solution that is profitable for both the customer and WSC.

Duties to include (not limited to):

• Handle a large volume of incoming calls, emails and web chat interactions.
• Identify and predict potential needs of each customer and communicate solutions in an empathetic and courteous manner.
• Work toward first call resolution on questions, quotes, and orders.  This includes taking orders on the fly, organizing information, and finishing the call on the call.
• Clearly communicate feature and benefits of applicable products and services in terms the customer will understand, while taking into account regional and industry terminology.
• Communicate with other departments and co-workers to maximize a consistent experience for the customer and to leverage information uncovered during customer interactions.
• Effectively and creatively navigate all resources to gain the knowledge base needed to problem solve and grow.
• Price negotiate to secure business while balancing the long-term relationship of WSC and the customer.
• Learn and adhere to all internal procedures to promote consistent and efficient service to the customer.
• Meet or exceed all established metrics for quantity and quality.
• Supplement other departments during slow periods, including Marketing, Production and Human Resources. 

A Customer Services Repsentative will possess and demonstrate:

• Consistently display a positive and helpful attitude with customer and co-workers.
• Practice and display empathy, patience, and care on every customer and co-worker interaction.
• Effective verbal and written communication skills with the ability to adapt to regional and industry terms.
• Effective organizational skills with minimal oversight.
• Proficient time management and task prioritization skills.
• Independent decision-making skills, initiative and accountability.
• A willingness to accept coaching, criticism, and the ideas of others.
• A natural curiosity in our customers’ business and ask relevant questions that will positively impact both the customer and WSC’s business relationship.

Education / Experience:

• High School Diploma
• Proficiency in typing skills

Working Demands / Requirements:

• Ability to sustain long periods of working at a desk with continuous phone calls.
• Occasional need to travel with Territory Managers.
• Willingness to assist in other departments during non-peak periods.

Reports to:  Customer Service Manager

Conclusion: A Customer Service Representative for WSC will exemplify the high standards that have come to be associated with WSC. Acting with professionalism, honesty, and integrity is expected with every interaction. Understand and take ownership that every customer contact influences whether or not they will come back.