Customer Service Representative, Irrigation

Customer Service Representative

The Customer Service Representative is responsible for providing customer service, irrigation support, and irrigation knowledge within the customer service team while working daily with both the Export and Domestic teams. This Irrigation Customer Service position will handle the day-to-day transactions and assist customers and internal associates with irrigation product questions, order entry, troubleshooting, quoting, returns, backorders, and follow-up while modeling exceptional service standards.

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

Daily Operations

• Serve as a primary resource for "day-to-day" irrigation customer questions, product identification, order support, and basic troubleshooting.
• Handle up to 40 transactions daily across commercial, sports field & grounds, consumer, landscape contractor, and irrigation divisions.
• Provide customer quotations and key orders for parts, and irrigation products via email, phone, fax, web, and walk-up customers with commercial customer parts quoting, sales orders, logistics on an as needed basis.
• Communicate professionally in both English and Spanish with customers, vendors, and internal teams.
• Assist with quotes & orders, by means of inbound client calls, emails, WHATSAPP, variety of communication means; on product availability, order entry, backorder updates, shipment tracking, returns, credits, and re-bills.
• Respond to day-to-day emails, WHATSAPP, calls, web orders, walk-up customers, and internal requests in a timely and professional manner.

Export Administration & Logistics

• Track outstanding daily orders, back orders, product availability, estimated arrival dates, and shipment status to support customer follow-up.
• Gather accurate shipping information on daily orders prior to invoicing and shipping.
• Coordinate with freight forwarders for international shipments to customer destinations on daily orders.
• Review packages and manage customer correspondence daily.
• Follow up on sales order transaction invoices within 24 hours.

Sales & Customer Relations

• Use irrigation knowledge and experience to help customers identify correct products, parts, whole goods, materials, and practical solutions.
• Deliver superior customer service to both irrigation as well as commercial customers, internal associates, vendors, and sales team members.
• Assist customers with irrigation parts, whole good components, controllers, valves, fittings, sprinklers, rotors, day-to-day system-related questions within the scope of the position
• Use previous Irrigation knowledge to understand customer needs, gather accurate information, and recommend appropriate next steps or resources.
• Help resolve customer concerns by listening carefully, identifying the problem, coordinating with the proper internal resources, and following through to completion.

Warehouse & Operations Coordination

• Work closely with the Export team, Domestic team, sales, operations, warehouse staff, vendors, and territory managers to support customer needs on "day-to-day" product requirements.
• Create and process accurate sales tickets, quotes, returns, credits, and re-bills as needed; to also include commercial parts quoting.
• Partner with warehouse staff on product identification, inventory questions, freight forwarder pick-up needs.
• Coordinate daily with Export and Domestic team members to share information, align follow-up, support customer requests, and ensure consistent service to our customer base.

Administrative Functions

• Coach and teach other customer service associates on irrigation products, customer communication, problem resolution, and follow-through.
• Maintain accurate notes, files, and communication related to customer requests, quotes, orders, returns, and follow-up items.
• Promote a positive team environment and project a professional, helpful, and solution-oriented attitude always.
• Maintain current and organized customers data, quotes, orders, and return information.
• Attend required live training sessions, vendor training, webcasts, and product education opportunities.
• Project a positive attitude always and serve as a professional example for the customer service team.

Who Are We?

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.

What Can We Give You?

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 the past 10 years, the bonus is equivalent to 0-3 weeks of additional pay and is prorated for your first year. Employees in our Service and Operations departments are eligible for a monthly incentive program based on performance.

Requirements

What Do You Need?

To be considered for this role, a candidate should meet the following minimal requirements:

• Minimum of 2 years of customer service, sales support, irrigation, landscape, or related Irrigation technical experience preferred.
• High school diploma required. Some college, technical school, irrigation certifications, or manufacturer training preferred.
• Bilingual in English and Spanish is required; able to communicate clearly verbally and in writing with customers and internal teams.
• Hands-on irrigation familiarity with Irrigation components, some field and/or purchasing experience is required.
• Strong working knowledge of irrigation products, systems, parts, applications, and basic troubleshooting.
• Computer literacy for managing orders, quotations, and customer data.
• Computer literate with Microsoft Outlook, Word, and Excel; experience with order entry, ERP, CRM, or business systems preferred.
• Must have good communication skills and be able to communicate with customers, vendors, and all levels of the organization.

We are committed to providing equal employment opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified employees without regard to sex (including pregnancy and childbirth), race, color, religion, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status. M/F/D/V

Wesco Turf, Inc. is an equal opportunity employer. M/F/D/V