Customer Engagement Representative

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Job Summary

The Customer Relations team is essential in creating customer loyalty and repeat business by providing world-class service through quick response times and striving to find satisfactory solutions to every customer. The Customer Engagement Representative supports complex and high priority requests for their assigned business area. In this role, the Engagement Representative assists the team with resolving and/or troubleshooting requests that require specialized operational, and vendor support due to the nature of the product or service sold.

What you’ll do

• Collaborate with CDW Sales and other departments to ensure operational areas meet or exceed customer's transactional specifications and timeline requirements.
• Assist in resolving routine challenges and collaborate with operational peers to solve standard problems across various operational areas.
• As requested, works as a member of special or ongoing projects that are important to area/process improvement.
• Assist in investigation and resolution of inventory and supplier issues to resolve customer issues.
• Interact with various CDW departments including but not limited to Sales, Distribution Center, Credit Services, Accounts Payable and other operational teams to assist customers with their issues.
• Handle stressful situations in a courteous and professional manner.
• De-escalate customer situations and provide options for proper resolution.
• Accurately apply appropriate actions to the request at hand, ensuring compliance with departmental guidelines.
• Resolves customer issues with a sense of urgency.

What we expect of you

• High school diploma or GED.
• 2 years of customer service experience, ideally in a corporate environment.
• Proficiency in Microsoft Office applications, with strong general computer skills and comfort using standard office equipment (e.g., keyboard, mouse).

Preferred skills, experience, and qualities needed

• Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders.
• Excellent organizational and creative problem-solving skills.
• Resourcefulness with critical attention to detail.
• Ability to balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
• Ability to quickly learn new systems and processes and put them into practical use.
• Ability to work independently and in a team-oriented environment.
• Experience with record-keeping functions and ticketing systems.

Pay range: $21.02/hour- $28.85/hour depending on experience and skill set
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.