Senior Representative Trade Experience Contact Center

Whirlpool Corporation · Knoxville, TN · 1 wk ago

OTHRFull-time

About the role

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, the only major U.S.-based manufacturer of kitchen and laundry appliances, driving meaningful innovation through its iconic brand portfolio including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2025 the company reported approximately $16 billion in annual net sales (about 90% in the Americas), employs 41,000 people, and operates 35 manufacturing and technology research centers. Whirlpool is seeking qualified candidates for a Senior Representative (S2) for the Home Depot Pro Desk. This role manages end‑to‑end order administration, issue resolution, and customer interactions for The Home Depot Pro accounts across email, phone, and chat channels. Operating within the Trade Experience organization, the Senior Representative serves as a key operational contact for trade customers and sales teams, de‑escalating complex inquiries, managing delivery blocks and returns, and ensuring compliance with established Standard Operating Procedures (SOPs). The position 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

Oversee inbound trade customer interactions via phone, email, and chat channels.
Process order management requests, verify pricing and stock availability, perform order updates, and manage quote center and return/reorder workflows.
Handle complex pre‑ and post‑delivery inquiries, delivery blocks, and return work items (including POD automations in Salesforce) while maintaining strict issue ownership and SLA compliance.
Maintain high efficiency across multiple software platforms, including SAP (ECC / Fiori), Salesforce, Genesys, REX, and iWD tasks.
Execute tasks following detailed SOPs and Quick Reference Guides (QRGs), ensuring order data accuracy across internal and trade partner databases.
Actively participate in Continuous Improvement methodologies by identifying daily workflow gaps, resolving process bottlenecks, and logging Opportunities for Improvement (OIs).

Minimum Requirements

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

Preferred Skills and Experience

Previous trade experience
Previous virtual call center experience or applicable supply chain experience
Excellent verbal and written communication skills
Demonstrated achievements with personal KPIs
Experienced in SAP ECC
Spreadsheet/MS Excel proficiency
Experience working in a fast‑paced environment while managing multiple computer programs across multiple screens
Ability to manipulate and analyze data
Attention to detail
Problem‑solving skills
Ability to work collaboratively with team and process partners
Self‑starter mindset
Enthusiastic team player with a flexible approach to work

Schedule