Senior Representative Trade Experience Contact Center

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a leading home‑appliance company and the only major U.S.–based manufacturer of kitchen and laundry appliances. The company drives meaningful innovation across its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2025, Whirlpool reported approximately $16 billion in annual net sales—about 90 % in the Americas—employing 41,000 people across 35 manufacturing and technology research centers.

Role Summary

This position is for a Senior Representative within the Supply Chain organization’s Trade Experience Department. The role is remote, except for candidates residing in Berrien, Cass, or Van Buren counties in Michigan, who are required to work onsite at the Whirlpool Contact Center.

Responsibilities

• Process customer requests and resolve inquiries or issues promptly while focusing on the customer experience and adhering to team guidelines.
• Understand and follow detailed Standard Operating Procedures.
• Handle inbound contacts via multiple channels—phone, email, chat, and work items.
• Manage multiple tasks and computer systems simultaneously.
• Provide exemplary customer service to both internal and external partners.
• Embrace rapid change, acquire new skills, and meet or exceed performance metrics.
• Manage and interpret communications from email notifications, chats, or other Whirlpool communication systems, proactively asking questions when needed.
• Learn through computer‑based training modules or recordings of tasks.
• Negotiate escalated customer interactions by demonstrating exemplary service skills and issue ownership.
• Utilize intermediate to advanced computer skills.

Minimum Requirements

• High School Diploma or GED.
• 2 + years of customer contact‑center experience (virtual or in‑person).

Preferred Skills and Experience

• Bachelor’s Degree.
• Previous roles within Trade Experience.
• Experience working in a virtual/remote environment.
• Strong verbal and written communication skills.
• Demonstrated achievements with personal KPIs.
• Experience with SAP ECC.
• Ability to troubleshoot issues, quickly find appropriate resolutions, and maintain a professional demeanor.
• Experience thriving in a fast‑paced environment while managing multiple computer programs and work channels across several screens.

Work Schedule and Remote Requirements

• Full‑time, 40‑hour work week.
• Work hours: 7:30 am – 6:00 pm EST, Monday through Friday.
• Remote work must have cable or DSL internet with at least 12 Mbps download and roughly 2 Mbps upload; satellite service and Wi‑Fi are not acceptable.
• A wired Ethernet connection is required.
• Ability to provide an in‑home workspace free from noise and distractions.