Back to jobsPerforms 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.
Job Description
Job Summary
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
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
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
Skills
Multilingualism
Data Entry
Telephone Skills
Positivity
Record Keeping
Order Management Systems
Order Management
Tactfulness
Rapport Building
Troubleshooting (Problem Solving)