Senior Representative, Customer Contact Center
Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company drives meaningful innovation through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2024, the company reported approximately $17 billion in annual sales, 44,000 employees, and 40 manufacturing and technology research centers.
About the role
This position is within the Supply Chain organization in the Trade Experience Department. In this role, you will handle returns and assist customers (THD employees, consumers, and Sales) through email and Whirlpool’s iWD system, manage reports, and collaborate with Trade Operations to support The Home Depot. The role is remote except for candidates residing in MI - Berrien, Cass, or Van Buren counties, who are required to work onsite at the Whirlpool Contact Center.
Responsibilities
- Support inquiries via email and the iWD system
- Create Bills of Lading (BOL)
- Handle occasional phone calls during volume spikes
- Support and improve processes through continuous improvement (CI) and automation
- Navigate multiple systems and manage responsibilities simultaneously
- Provide customer service to both internal and external stakeholders
- If working remotely:
- Ensure cable or DSL internet service with a minimum 12+ mbps download and 2 kbps upload speed (Satellite or Wi-Fi not acceptable)
- Use a wired ethernet cable connection
- Maintain a quiet, distraction-free workspace
Requirements
- High School Diploma or GED
- 2+ years of customer contact center experience (virtual or in-person)
- Must be available to work a 40-hour schedule
Skills
- Previous trade experience (preferred)
- Virtual call center or applicable supply chain experience
- Returns experience
- Excellent verbal and written communication skills
- Demonstrated achievements with personal KPIs
- Experience with SAP ECC
- Proficiency in spreadsheet/MS Excel, including data manipulation and analysis
- Ability to work in a fast-paced environment while managing multiple computer programs across multiple screens
- Strong attention to detail and problem-solving skills
- Collaborative team player with a flexible approach to work
- Self-starter mindset