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 handle returns and assist customers (THD employees, consumers, and Sales) through email/IWD, handle reports, and work directly with Trade Operations on files to help The Home Depot. 

Your responsibilities will include

• Supporting inquiries via email and our iWD system.

• BOL Creation

• Possibility of being called upon to take phone calls when volume spikes. 

• Support and improve processes through CI and automation

• Efficiently navigate various systems and manage different responsibilities simultaneously

• Customer Service, both internal and external. 

• Must be available to work a 40-hour schedule

• If working remotely: Cable or DSL internet service must be available in your area with a 12+ mbps download and roughly 2 kbps upload speed. Neither Satellite service nor WI-FI are acceptable. A wired ethernet cable connection is required

• Provide in-home work space free from noise, distractions, etc.

Minimum requirements

• High School Diploma or GED

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

Preferred skills and experiences

• Previous Trade Experience 

• Previous virtual call center experience or applicable supply chain experience 

• Returns experience

• Excellent verbal and written communication skills

• Demonstrated achievements with personal KPIs

• Experienced in SAP ECC

• Spreadsheet/MS Excel

• Experience working in a fast-paced environment while managing multiple computer programs, across multiple screens.

• Manipulating and analyzing data

• Attention to detail

• Problem-solving

• Work collaboratively with team and process partners

• Self-starter

• The ideal candidate is an enthusiastic team player with a flexible approach to work