Alliance Service Representative II

Final date to receive applications: until filled.

Please note that the position may be filled before or after the listed Final date to receive applications. Applications will only be accepted while the posting remains active.

This position will report to:
Tom Bailey

This position will be located in:
Pewaukee, WI

This position is posted:
Both Internally and Externally

Flexibility Option:
In Person

• Individual compensation is determined based on several factors, including job-related skills and qualifications, education, relevant experience, work location, internal equity considerations, and the overall responsibilities of the position.

The Alliance Service Representative II supports the day-to-day operations of the Customer Service team in obtaining and processing orders and providing a high level of service to our Alliance customers. The role utilizes and continuously develops product and application knowledge and industry best practices to develop solutions to meet customer needs, as well as develops relationships with customers and vendors to ensure high service levels.

The Alliance Service Representative II manages projects, receives and enters orders, provides consistent and timely follow-up on customer inquiries, coordinates and expedites deliveries, processes returns, runs daily reports and resolves customer and order issues.

Essential Functions

• Receives and enters orders in an accurate and timely manner.
• Processes EDI orders and other electronic orders (Auto Crib, Supply Trax, portals, etc).
• Provides price quotes to customers for existing bill of materials and creates bill of materials from take-offs.
• Responsible for managing projects.
• Provides consistent and timely follow-up on customer inquiries and order status.
• Secures pricing from vendors, coordinates deliveries, expedites deliveries when necessary, and effectively processes returns to maximize value.
• Utilizes and continuously develops product and application knowledge and industry best practices to develop solutions to meet customer needs.
• Loads and maintains customer part numbers in the CMIR.
• Provides value to customer through the sourcing of material.
• Adheres to customer product standards and suggests alternates when needed.
• Enhances and grows relationships with customers and suppliers through frequent, meaningful communication.
• Runs daily reports and resolves customer and order issues.
• Assists customers with billing issues and troubleshoots billing issues.
• Assists with and provides training as needed.
• Develops relationships with the customer and vendors to ensure high service levels are maintained.
• Utilizes and develops internal Border States network to solve customer issues.
• Assists with Emergency Response orders.

Non-essential Functions

• Attends sales and product meetings, trade shows and technical training programs, as needed.
• May input TCCM cost savings documentation relevant to the assigned customer base.
• Participates in the implementation and success of marketing plans and strategies.
• Performs other duties as assigned by supervisor or designate.

• 2-year business/trade degree preferred or the equivalent in work experience.
• 3+ years of prior customer service, city desk or sales experience.
• 3+ years of prior electrical distribution experience preferred.
• Technical ability to understand electrical systems.
• Working knowledge of PC for Windows, Microsoft Office (Excel, Word, and PowerPoint), internet, and email.
• Working knowledge of SAP software preferred.

• Excellent customer service skills include being competent, accurate, responsive and engaged.
• Excellent interpersonal, written, and verbal communication, reading, and customer service skills.
• Ability to…