Senior Representative Trade Experience Contact Center

Whirlpool, Inc.; Knoxville (TN); Remote; USD 42,000 - 64,000; Full time

Job summary

Whirlpool Corporation is seeking a customer center professional to manage inbound trade inquiries via phone, email, and chat. You will verify pricing, update orders, and handle complex delivery issues while maintaining SLA commitments.

The role requires a High School Diploma or GED and 2+ years in a contact center, with strong verbal and written communication skills. Remote work is available with a reliable internet connection.

Qualifications

• High School Diploma or GED required.
• 2+ years of customer contact center experience (virtual or in-person).
• Excellent verbal and written communication skills.

Responsibilities

• 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 with SLA compliance.
• Maintain high efficiency across multiple software platforms including SAP ECC, Salesforce, and other tools.
• Follow SOPs and QRGs to ensure data accuracy across databases.
• Identify workflow gaps and contribute to continuous improvement initiatives.
• Must be available to work a 40-hour schedule.

Skills

Customer service

Call center

Communication

Data analysis

Education

High School Diploma or GED

Tools

SAP ECC

Salesforce

Microsoft Excel

Job description

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 2025, the company reported approximately $16 billion in annual net sales - close to 90% of which were in the Americas -, 41,000 employees, and 35 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

This role in summary

• 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.

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

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.