Senior Representative Trade Experience 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.

The Senior Representative (S2) for the Home Depot Pro Desk manages end-to-end order administration, issue resolution, and customer interactions for The Home Depot (THD) Pro accounts across email, phone, and chat channels. Operating within the Trade Experience organization, this role 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)

Your responsibilities will include

• 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).

• 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 

• 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