Customer Service Representative, Irrigation

Description

What Will You Do?

The Customer Service Representative is responsible for providing customer service, irrigation support, and Irrigation knowledge within the customer service team while working daily with both the Export and Domestic teams. This Irrigation Customer Service position will handle the day-to-day transactions and assist customers and internal associates with irrigation product questions, order entry, troubleshooting, quoting, returns, backorders, and follow-up while modeling exceptional service standards.

To grow and build a successful career with Wesco/Hector Turf, you will be responsible for:

Daily Operations

• Serve as a primary resource for “day-to-day” irrigation customer questions, product identification, order support, and basic troubleshooting.
• Handle up to 40 transactions daily across commercial, sports field & grounds, consumer, landscape contractor, and irrigation divisions.
• Provide customer quotations and key orders for parts, and irrigation products via email, phone, fax, web, and walk-up customers with commercial customer parts quoting, sales orders, logistics on an as needed basis.
• Communicate professionally in both English and Spanish with customers, vendors, and internal teams.
• Assist with quotes & orders, by means of inbound client calls, emails, WHATSAPP, variety of communication means; on product availability, order entry, backorder updates, shipment tracking, returns, credits, and re-bills.
• Respond to day-to-day emails, WHATSAPP, calls, web orders, walk-up customers, and internal requests in a timely and professional manner.

Export Administration & Logistics

• Track outstanding daily orders, back orders, product availability, estimated arrival dates, and shipment status to support customer follow-up.
• Gather accurate shipping information on daily orders prior to invoicing and shipping.
• Coordinate with freight forwarders for international shipments to customer destinations on daily orders.
• Review packages and manage customer correspondence daily.
• Follow up on sales order transaction invoices within 24 hours.

Sales & Customer Relations

• Use irrigation knowledge and experience to help customers identify correct products, parts, whole goods, materials, and practical solutions.
• Deliver superior customer service to both irrigation as well as commercial customers, internal associates, vendors, and sales team members.
• Assist customers with irrigation parts, whole good components, controllers, valves, fittings, sprinklers, rotors, day-to-day system-related questions within the scope of the position
• Use previous Irrigation knowledge to understand customer needs, gather accurate information, and recommend appropriate next steps or resources.
• Help resolve customer concerns by listening carefully, identifying the problem, coordinating with the proper internal resources, and following through to completion.

Warehouse & Operations Coordination

• Work closely with the Export team, Domestic team, sales, operations, warehouse staff, vendors, and territory managers to support customer needs on “day-to-day” product requirements.
• Create and process accurate sales tickets, quotes, returns, credits, and re-bills as needed; to also include commercial parts quoting.
• Partner with warehouse staff on product identification, inventory questions, freight forwarder pick-up needs.
• Coordinate daily with Export and Domestic team members to share information, align follow-up, support customer requests, and ensure consistent service to our customer base.

Administrative Functions

• Coach and teach other customer service associates on irrigation products, customer communication, problem resolution, and follow-through.
• Maintain accurate notes, files, and communication related to customer requests, quotes, orders,…