Senior Representative, Customer Contact Center

Whirlpool, Inc.; Lansing (MI); On-site; USD 42,000 - 52,000; Full time

Job summary

Whirlpool Corporation is seeking a Senior Representative for the Supply Chain Trade Experience Department. The role handles returns and assists customers via email/IWD, coordinating with Trade Operations to support The Home Depot.

You will create BOLs, may take calls during spikes, and drive process improvements through CI and automation while navigating multiple systems to deliver efficient internal and external service.

Qualifications

• High School Diploma or GED.
• 2+ years of customer contact center experience.
• Experience with SAP ECC.
• Proficient in Excel and data analysis.
• Excellent verbal and written communication.

Responsibilities

• Handle returns and assist customers via email/IWD.
• Create BOLs.
• Answer overflow calls when volume spikes.
• Support and improve processes through CI and automation.
• Navigate multiple systems while performing tasks.
• Provide internal and external customer service.
• Maintain a 40-hour work schedule.

Skills

Verbal communication

Written communication

Problem solving

Attention to detail

Team player

Self-starter

Fast-paced environment

Education

High School Diploma or GED

Tools

SAP ECC

Excel

Job description

Requisition ID: 72244

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

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

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.

Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.