Senior Customer Service Representative
Southwire Company
full-time
Posted on:
Location Type: Office
Location: Carrollton • United States
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Job Level
Tech Stack
About the role
- Provides advanced customer support within the electrical industry by leveraging deep product knowledge and a strong understanding of internal systems and processes.
- Completes assignments with limited supervision and serves as an informal resource to less experienced team members.
- Analyzes trends from incomplete or conflicting information and recommends solutions that improve the customer experience.
- Manages complex inquiries, builds strong relationships, and drives service excellence through proactive problem-solving and process improvement.
- Coordinates service workflows and prioritizes tasks across the team to ensure timely response to high-volume or complex customer requests.
- Administers escalated service cases by reviewing account history, identifying root causes, and ensuring resolution in line with policy and service standards.
- Communicates with customers regarding orders, product availability, returns, and technical questions, providing solutions that meet client needs and expectations.
- Performs account maintenance, including data corrections, order adjustments, and system updates, using CRM and ERP platforms.
- Monitors open service requests and delivery issues, ensuring follow-through and appropriate documentation for each case.
- Interprets service metrics and feedback to identify areas for process improvement or training opportunities within the team.
- Coordinates with internal departments such as sales, logistics, and technical support to address customer needs and improve service delivery.
- Keeps colleagues informed of updates to procedures, common service challenges, and customer preferences to support team knowledge.
- As a trusted resource for the team, enables less experienced customer service staff on system navigation, communication practices, and problem-solving strategies to build team capability.
Requirements
- Minimum Education Level: High School Diploma
- Years of Experience: 5-7 Years
Benefits
- 401k with Matching
- Family and Individual Insurance Packages (Health, Life, Dental, and Vision)
- Paid Time Off & Paid Holidays
- Long & Short-Term Disability
- Supplemental Insurance Plans
- Employee Assistance Program
- Employee Referral Program
- Tuition Reimbursement Programs
- Advancement & Professional Growth opportunities
- Parental Leave & More
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
customer supportproblem-solvingprocess improvementrelationship buildingcommunicationteam collaborationanalytical skillstime managementtrainingresourcefulness
Certifications
High School Diploma