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 a Senior Representative role within the Supply Chain organization in the Trade Experience Department. 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. In this role, you will handle returns, assist customers (THD employees, consumers, and Sales) through email and iWD, manage reports, and collaborate with Trade Operations to support The Home Depot.
Responsibilities
- Support inquiries via email and the iWD system
- BOL (Bill of Lading) creation
- Handle phone calls during volume spikes
- Support and improve processes through continuous improvement (CI) and automation
- Efficiently navigate various systems and manage multiple responsibilities simultaneously
- Provide customer service to both internal and external stakeholders
- Must be available to work a 40-hour schedule
- If working remotely:
- Ensure cable or DSL internet service with a minimum 12+ mbps download and 2 kbps upload speed (Satellite or Wi-Fi are not acceptable)
- Use a wired ethernet cable connection
- Maintain a home workspace free from noise and distractions
Requirements
- High School Diploma or GED
- 2+ years of customer contact center experience (virtual or in-person)
Skills
- Previous trade experience
- Virtual call center or applicable supply chain experience
- Returns experience
- Excellent verbal and written communication skills
- Demonstrated achievements with personal KPIs
- Experience in SAP ECC
- Proficiency in spreadsheet/MS Excel
- Ability to work in a fast-paced environment while managing multiple computer programs across multiple screens
- Data manipulation and analysis skills
- Strong attention to detail
- Problem-solving abilities
- Collaborative team player with a flexible approach to work
- Self-starter mindset