Senior Customer Service Representative

Southwire Company; Carrollton (GA); On-site; USD 60,000 - 82,000; Full time

Benefits offered by this job

401k with Matching

Health Insurance

Paid Time Off

Tuition Reimbursement

Advancement & Growth

Job summary

Southwire Company is seeking a senior customer support professional to provide advanced, proactive service within the electrical industry. You will leverage deep product knowledge and CRM/ERP systems to drive effective resolutions and guide junior team members.

Responsibilities include coordinating workflows, managing escalated cases, and collaborating with sales, logistics, and technical support to continually improve service delivery while coaching teammates and ensuring policy compliance.

Qualifications

• Minimum education: High School Diploma.
• 5–7 years of relevant experience.
• Preferred 8–11 years of experience.

Responsibilities

• Coordinate service workflows across the team to ensure timely response to high-volume requests.
• Administer escalated service cases by reviewing history and root causes.
• Communicate with customers regarding orders, returns, and technical questions.
• Perform account maintenance using CRM and ERP systems.
• Monitor open service requests and document each case.
• Coordinate with sales, logistics, and technical support to improve service delivery.
• Coach team members on system navigation and problem-solving strategies.
• Manage staff performance and development to achieve department goals.

Skills

Troubleshooting

Data Entry

Telephone Skills

Positivity

Record Keeping

Rapport Building

Order Management

Order Management Systems

Education

High School Diploma

Job description

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A leader in technology and innovation, Southwire Company, LLC is one of North America’s largest wire and cable producers. Southwire and its subsidiaries manufacture building wire and cable, utility products, metal-clad cable, portable and electronic cord products, OEM wire products and engineered products. In addition, Southwire supplies assembled products, contractor equipment, electrical components, hand tools andjobsite power and lighting solutions. The company also offers digital solutions including contractor planning and utility grid resiliency as well as field services including cable testing, rejuvenation and replacement to support our customers as a value-add partner.We are proud to offer competitive compensation, employee benefits, tuitionreimbursement andunlimited growth opportunities. Ourmore thanseven decades of progressive growth can be attributed to our determination to developinginnovative systems and solutions, exercising environmental stewardshipand enhancing the well-being ofthe communitiesin which we work and live.How will you power what’spossible?

Location:Firehouse

Job Summary

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.

Key Responsibilities

• 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 resources for the team, enables less experienced customer service staff on system navigation, communication practices, and problem-solving strategies to build team capability.
• Performs other duties as assigned
• Complies with all policies and standards
• Manages staff performance and development, coaching team members to achieve their full potential in contributing to the department's goals.

Required Education & Experience

Minimum Education Level: High School Diploma

Years of Experience: 5-7 Years

Preferred Education & Experience

Years of Experience: 8-11 Years

Spans of Control

Does this role Manage Southwire Team Members: No

Travel

Travel: None

Physical Requirements

Moving: 5%

Standing: 5%

Working Conditions

Office

Equipment

Computer/Keyboard

Action Oriented

Plans and Aligns

Customer Focus

Balances Stakeholders

Nimble Learning

Skills

Troubleshooting (Problem Solving)

Data Entry

Telephone Skills

Positivity

Record Keeping

Rapport Building

Order Management

Order Management Systems

Benefits We Offer:

• 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
• & More

Southwire is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.