Customer Service Representative

Customer Service Representative

Handles 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:

• Performs routine customer service tasks including order entry, shipment tracking, returns processing, and account updates in accordance with company policy.
• Determines service priorities and appropriately routes inquiries to relevant departments to support order fulfillment, product support, and technical troubleshooting.
• Observes service trends and customer interaction patterns to identify recurring issues and escalate as needed for resolution or process improvement.
• Handles communication via phone, email, or live chat to provide accurate information on product availability, order status, and billing.
• Enters customer information and transaction details accurately into CRM and ERP systems to ensure data integrity and service continuity.
• Contacts vendors, logistics teams, and internal stakeholders to coordinate product shipments, resolve delays, and support on-time delivery.
• Ensures customer satisfaction by following up on service requests, confirming resolutions, and escalating unresolved issues with appropriate documentation.
• Organizes support resources, such as FAQs and training materials, and shares updates with colleagues to enhance team knowledge and customer response quality.
• Exercises 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

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: 2-4 years
• Preferred Education & Experience: Years of Experience: 5-7 Years

Spans of Control:

• Does this role Manage Southwire Team Members: No
• Travel: None
• Physical Requirements: Moving: 5% Standing: 5% Sitting: 90%

Working Conditions:

• Office Equipment Computer/Keyboard

Competencies:

• Action Oriented
• Balances Stakeholders
• Collaborates
• Customer Focus
• Nimble Learning
• Plans and Aligns
• Troubleshooting (Problem Solving)
• Data Entry
• Telephone Skills
• Positivity
• Multilingualism
• Record Keeping
• Rapport Building
• Tactfulness

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
• 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.

Nearest Major Market: Atlanta