Senior Customer Service Representative

Overview

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

• 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 resource 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.

Minimum Education Level: High School Diploma

Years of

Experience:

5-7 Years

Travel:
None

Moving: 5%

Standing: 5%

Sitting: 90%

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

• 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.