Senior Customer Service Representative

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 and jobsite 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, tuition reimbursement and unlimited growth opportunities. Our more than seven decades of progressive growth can be attributed to our determination to developing innovative systems and solutions, exercising environmental stewardship and enhancing the well-being of the communities in which we work and live. How will you power what's possible?


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

Minimum Education Level: Associate's Degree


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%

Sitting: 90%

Working Conditions

Office


Equipment

Computer/Keyboard

Competencies

Action Oriented
Plans and Aligns
Customer Focus
Balances Stakeholders
Collaborates
Nimble Learning

Skills

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.