Customer Service Specialist

About the role

Rexel USA is one of the largest distributors of electrical products, data communication, wireless communication and related supplies in the United States. We operate our electrical distribution business through eight regions under various banner and trade names, including Rexel, Rexel Automation, Gexpro, Mayer, Talley and Platt Electric Supply. With an online store and a network of over 460 warehouse storefront locations, we are seeking a Customer Service Specialist to join our Mayer Team in Birmingham, AL.

Responsibilities

• Deliver exceptional customer service to internal and external customers by answering calls, addressing questions and needs both in person and via email, and processing orders.
• Complete administrative duties including resolving and processing accounts payables, answering emails, filing claims, purchasing office supplies, and managing various reports.
• Establish and maintain customer relationships with a wide variety of clients.
• Handle customer inquiries, process orders, and resolve customer issues promptly using root-cause analysis and data analytics.
• Manage and maintain internal communication between the sales team and branch/distribution center staff.
• Answer the telephone professionally, promptly, and courteously during business hours.
• Partner with accounts payable, receiving, and purchasing to analyze and resolve purchase order variances.
• Coordinate special orders, last-minute shipping requests, and expedite orders as necessary.
• Trace orders and notify customers of any activity concerning their merchandise.
• Research WMS (Warehouse Management System) transaction logs and/or hub alert system to correct or verify outstanding issues.
• Perform other job functions within a branch when required, including counter sales, preparing and filling orders, receiving, stocking, staging, and shipping material, and maintaining branch equipment.
• Other duties as assigned.

Requirements

• Prior customer service experience in a Distribution Center or electrical distribution industry (a plus).
• Certification to operate forklift, hand truck, pallet jack, and other warehouse equipment (preferred).
• High School diploma or GED (required).

Skills

• Knowledge of AS400, Highjump, or other Warehouse Management Systems (WMS) software.
• Ability to navigate, comprehend, and connect data from multiple operating systems.
• Excellent organization and time management skills; detail-oriented, able to prioritize in a multi-tasking environment, and work under pressure to meet deadlines.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Demonstrated self-starter with resilient personal initiative; ability to work both independently and within a team.
• Excellent computer skills, including experience with Microsoft Office (Excel), automated order entry systems, and other internet-based tools.
• Proven experience in mining, analyzing, and reporting on large data sets.
• High energy and passion for exceeding customer expectations; strong desire to go above and beyond.

Physical Demands

• Sit: Must be able to remain in a stationary position (constantly – at least 51%).
• Walk: Must be able to move about inside/outside office or work location (constantly – at least 51%).
• Use hands to finger, handle, or feel: Operates a computer and other office machinery (constantly – at least 51%).
• Stoop, kneel, crouch, or crawl: Occasionally (up to 20%).
• Climb or balance: Must be able to ascend/descend on a ladder, forklift, pallet jack, or other warehouse equipment (constantly – at least 51%).
• Talk, hear, taste, smell: Must be able to use senses to effectively communicate and detect hazardous conditions (constantly – at least 51%).
• Weight and Force Demands:
  • Up to 10 pounds (constantly – at least 51%).
  • Up to 25 pounds (constantly – at least 51%).
  • Up to 50 pounds (occasionally – up to 20%).

Working Environment

• Exposed to unpleasant or disagreeable physical environment such as high noise level and/or exposure to heat and cold (occasionally – up to 20%).
• Exposed to electrical hazards; risk of electrical shock (occasionally – up to 20%).
• Handles or works with potentially dangerous equipment (occasionally – up to 20%).

Benefits

• Medical, Dental, and Vision Insurance.
• Life Insurance.
• Short-Term and Long-Term Disability Insurance.
• 401K with Employer Match.
• Paid vacation and sick time.
• Paid company holidays plus flexible personal days per year.
• Tuition Reimbursement.
• Health & Wellness Programs.
• Flexible Spending Accounts.
• HSA Accounts.
• Commuter Transit Benefits.
• Additional Optional Insurance such as Pet Insurance, Legal Assistance, Critical Illness, Home and Auto Insurance.
• Employee Discount Programs.
• Professional Training & Development Programs.
• Career Advancement Opportunities – promotion from within.