Senior Representative, Customer Contact Center

This role in summary

Whirlpool is currently seeking qualified candidates for a Senior Representative.

• This role is remote except for candidates who reside in MI - Berrien, Cass, or Van Buren 

• Candidates in those counties are required to work onsite at the Whirlpool Contact Center 

Whirlpool is the world’s leading kitchen and laundry appliance company and markets Whirlpool, Maytag, KitchenAid, Jenn-Air, Amana, and other major brand names.

This position is within the Supply Chain organization in the Trade Experience Department.  In this role, you will support Multifamily accounts and process partners. 

Your responsibilities will include

• General support for trade customer inquiries around order confirmation, product returns, and service.

• Strong knowledge of RDC/inventory, SAP/CRM, and Fiori/Delivery Scheduling

• Prioritize work to focus on the areas that will drive the greatest enterprise-wide business benefit while maintaining a balance in caring for the Customer and caring for the Company

• Drive process alignment across functions 

• Lead and support a culture of Continuous Improvement by developing critical thinking and problem-solving skills

• Lead, inspire, and motivate cross-functionally by building trust and respect through daily interaction, engagement, and support

• Act independently and influence others regularly to drive a lean, fast, and engaged mindset

• Demonstrate self-motivation by identifying and collaborating on current obstacles while indirectly influencing and ensuring accountability and results

Minimum requirements

• High School Diploma or GED

• 2+ years of applicable customer contact center experience (virtual or in-person)

Preferred skills and experiences

• Bachelors Business or supply chain preferred or related field

• 1+ years: Project/planning/scheduling, supply chain: logistics/order management (preferred)

• Strong knowledge of enterprise supply chain management systems (SAP – ECC/CRM), MS Access/database interface and information flow, Google Extension

• Experience in the Multifamily Builder Business Segment (preferred)

• Understanding of Continuous Improvement methodologies

• Strategic Thinking -  understands the big picture and creates effective strategies

• Advanced communication skills with the ability to communicate effectively to all levels of the organization and across various internal and external partners 

• Sound cross-functional knowledge of the business

• Self-starter

• Thought leader - brings thought leadership to discussions to create positive outcomes

• Process development and execution

• Analytical - Identify opportunities for improvement

• Demonstrated personal accountability for results