Location:

Firehouse\nJob Summary\nHandles customer inquiries and service requests within the electrical industry by applying developed knowledge of company products, procedures, and service systems. Works with established protocols to resolve issues, process orders, and ensure customer satisfaction. Operates under moderate supervision, identifying problems in routine situations and applying standard procedures to deliver consistent, quality support. Serves as a key point of contact for internal and external customer communication.

Key Responsibilities\nPerforms routine customer service tasks including order entry, shipment tracking, returns processing, and account updates in accordance with company policy.\nDetermines service priorities and appropriately routes inquiries to relevant departments to support order fulfillment, product support, and technical troubleshooting.\nObserves service trends and customer interaction patterns to identify recurring issues and escalate as needed for resolution or process improvement.\nHandles communication via phone, email, or live chat to provide accurate information on product availability, order status, and billing.\nEnters customer information and transaction details accurately into CRM and ERP systems to ensure data integrity and service continuity.\nContacts vendors, logistics teams, and internal stakeholders to coordinate product shipments, resolve delays, and support on-time delivery.\nEnsures customer satisfaction by following up on service requests, confirming resolutions, and escalating unresolved issues with appropriate documentation.\nOrganizes support resources, such as FAQs and training materials, and shares updates with colleagues to enhance team knowledge and customer response quality.\nExercises discretion when handling sensitive account information, adhering to privacy standards and internal controls while modeling best practices for junior team members.

Performs other duties as assigned\nComplies with all policies and standardsManages staff performance and development, coaching team members to achieve their full potential in contributing to the department's goals.

Required Education & Experience\n

Minimum Education Level:

High School Diploma Years of Experience:

2-4 yearsPreferred Education & Experience\n

Years of Experience:

5-7 YearsSpans of Control\nDoes this role

Manage Southwire Team Members:

NoTravel\n

Travel:

NonePhysical Requirements\n

Moving:

Standing:

Sitting:

90%Working Conditions Office Equipment\nComputer/KeyboardCompetencies\nAction OrientedBalances StakeholdersCollaboratesCustomer FocusNimble LearningPlans and AlignsSkills\nTroubleshooting (Problem Solving)

Data EntryTelephone SkillsPositivityMultilingualismRecord KeepingRapport BuildingTactfulnessOrder ManagementOrder Management SystemsBenefits We Offer:

401k with Matching\nFamily and Individual Insurance Packages (Health, Life, Dental, and Vision) Paid Time Off & Paid Holidays Long & Short-Term Disability Supplemental Insurance Plans\nEmployee Assistance Program Employee Referral Program Tuition Reimbursement Programs Advancement & Professional Growth opportunities Parental Leave & 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.","accountId","41798495","Southwire Company 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