Customer Service Representative, Domestic

Description

The Customer Service Representative is responsible for providing comprehensive parts-related support to golf, sports field, municipal, consumer, landscape contractor customers and irrigation product customers within the domestic division. The role combines customer service excellence with sales support responsibilities to maintain high customer satisfaction and operational efficiency.

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

• Take up to 800 customer calls per month for parts orders via phone, fax, web, email, and walk-up customers
• Process up to 3,000 parts orders monthly as part of the Customer Service team
• Become proficient with products across four divisions: commercial, sports field & grounds, RLC and irrigation
• Handle counter walk-up customers including daily order pick-ups, billing closure, and customer lookup assistance
• Facilitates assisting with processing of daily web order releases.

• Assist customers in finding correct part numbers for equipment via internet or hard copy resources
• Key customer parts orders while live on the phone ensuring part numbers, quantities, and customer numbers are accurate
• Make proactive outbound sales promotional calls and engage in strategic planning of marketing programs
• Build strong customer relationships and effectively manage problems and confrontations
• Focus on creating loyal customers with emphasis on back-ordered parts communication and ETA updates
• Maintain professional phone etiquette, managing call length to minimize customer queue wait times

• Research and process Return Goods Authorizations (RGAs) including coding accuracy, weekly submittal, and logging
• Maintaining RGA coding verification and inventory return to stock review and logging.
• Reconcile monthly backorder reports and review internal/external ETAs on outstanding part shipments
• Process RGA credit orders to accounting with inventory accuracy.
• Support UPS claim issues and administration

• Serve as customer liaison for irrigation day to day questions.
• Work closely with export team for technical parts assistance as needed.
• Understand RLC dealer parts programming and marketing guide
• Know when to direct large project irrigation whole goods questions to the Irrigation team.
• Expand irrigation knowledge through required training sessions
• Expand knowledge on all Commercial Allied lines.

Since 1987, Wesco Turf has been the golf, grounds, and irrigation market leader. We are a worldwide provider of the highest quality used golf course equipment. We are an exclusive provider for Toro, Club Car, Bernhard, Salsco, Harper, Ventrac, and MCI-Flowtronex and Watertronics Pump Stations in Florida and Southern Georgia. Wesco has been honored multiple times as Toro’s North American Distributor of Excellence.

On August 1st, 2022, Wesco acquired Hector Turf located in Deerfield Beach expanding our market to include from Vero Beach to Key West, including the Bahamas, Puerto Rico, Dominican Republic, and the Caribbean Islands.

Wesco’s foundation is built on the strength and quality of our people. We are committed to providing all of the resources and tools necessary to help our people be successful. Recognizing that our employees are our greatest resource, our competitive rewards package is designed to attract and retain our talented associates.

Health Insurance – Medical, dental, and vision insurance is available to full-time employees, eligible dependents, and spouses.

Wellness – We offer full-time associates a variety of mental health, financial health, and other types of resources.

Growth Opportunities – Nearly half of our employees have worked in our organization for over ten years. We are committed to the advancement of our employees by providing challenging work assignments, formal and informal training, professional associations, and networking opportunities.

Competitive Salary – In addition to their base pay, employees are eligible for our company-wide bonus that is dependent on Wesco meeting our sales goals. We have met these goals every year for…