Senior Specialist - Customer Care
As a Senior 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 focus almost exclusively on root cause discrepancies between our purchase order and a supplier’s invoice, advising 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:
- Responsible for researching and resolving all supplier invoice discrepancies (variance between Wesco Purchase Order and Supplier Invoice) with little supervision.
- Holistically resolves 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).
- Liaison between Sales, Operations, Inventory Management, and Accounts Payable team to research and resolve payables issues and communicate resolution back to Accounts Payable team.
- Effectively organize and manage 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.
- Associate degree (U.S.)/College Diploma (Canada) preferred.
- At least three (3) years of related experience required.
- Strong 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.
- Data entry and typing skills.
- Establish and maintain cooperative working relationships with those contacted in the course of work.
- Organize work for timely completion.
- Research and analyze a variety of information.
- Five (5) years related experience preferred.
- Two (2) years of Oracle or other large integrated financial system experience is preferred.
- Higher level accounting knowledge strongly preferred, including understanding of income statements, general ledger accounts, balance sheets, sales, and margin, etc.
- Strong Microsoft Excel experience is preferred.
- Ability to travel up to 25%
Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer.
Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.
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