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Southwire Company · 6 days ago

Senior Customer Service Representative

Carrollton, GA

Full-time

Onsite

Senior Level

5+ years exp

Southwire Company, LLC is one of North America’s largest wire and cable producers. The Senior Customer Service Representative provides advanced customer support within the electrical industry, manages complex inquiries, and drives service excellence through proactive problem-solving and process improvement.

Consumer GoodsElectrical DistributionElectronicsLightingManufacturing

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