Customer Care Specialist

As a Specialist - Customer Care, you will be part of a specialized team within Wesco’s Centralized Customer Care organization focused specifically on supplier invoice resolution. You will assist with root cause discrepancies between purchase orders and a supplier’s invoices. You will support the Accounts Payable team on appropriate resolution and processing any offsetting transactions (including inventory and cost adjustments), largely self-directed within the framework of Wesco’s internal policy, and Customer Care’s standard operating procedures.

Responsibilities

• Assist with research and resolution on supplier invoice discrepancies (variance between Wesco Purchase Order and Supplier Invoice) with little supervision
• Assist with resolution of discrepancies, and processing offsetting transactions (such as cost adjustments to inventory and historical corrections to customer billings) to ensure complete resolution
• Supplier invoice resolution subject matter expert for the field (Sales and Operations)
• Provides support between Sales, Operations, Inventory Management, and Accounts Payable teams to research and resolve payables issues and communicate resolution back to Accounts Payable team
• Effectively organizes and manages large volume of discrepancies across numerous branches, interfacing with employees in the field, and escalating timely to field management as necessary

Qualifications

• High School Degree or Equivalent required; Associates’ Degree (U.S.)/College Diploma (Canada) preferred
• 1 year of related experience required; 3 years preferred
• 1 year of Oracle or other large integrated financial system experience is preferred
• Accounting knowledge strongly preferred, including understanding of income statements, general ledger accounts, balance sheets, sales, and margin, etc. preferred
• Strong Microsoft Excel experience is preferred
• Time management skills required, including ability to prioritize customer issues and resolve with positive outcomes
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Strong attention to detail
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of MS Word, Excel and e-mail
• Ability to travel up to 25%

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