2h ago

Senior Representative Trade Experience Contact Center

United StatesRemoteFull-timesenior

OtherCenter

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Quick Summary

Requirements Summary

High School Diploma or GED. 2+ years of customer contact center experience, either virtual or in person. Previous trade experience is preferred.

Technical Tools

OtherCenter

As a Senior Representative, you will manage end-to-end order administration and customer support for trade accounts across phone, email, and chat channels.
You will serve as a key operational contact for trade customers and sales teams, resolving complex inquiries and ensuring a high-quality customer experience.
The role covers order updates, pricing and inventory verification, quotes, returns, reorders, delivery issues, and post-delivery support.
You will work across multiple enterprise platforms while maintaining accurate data, following established procedures, and meeting service-level expectations.
The position also provides an opportunity to contribute to continuous improvement by identifying workflow gaps and helping eliminate process bottlenecks.
Success requires strong communication, attention to detail, problem-solving skills, and the ability to manage multiple systems in a fast-paced environment.
The role is primarily remote, with onsite work required for eligible candidates residing in specific Michigan counties.

Manage inbound trade customer interactions through phone, email, and chat while providing accurate and timely support.
Process order management requests, including pricing verification, inventory availability, order updates, quotes, returns, and reorders.
Resolve complex pre- and post-delivery inquiries, delivery blocks, and return-related work items while maintaining ownership through resolution.
Process applicable POD automations and related workflows within Salesforce.
Maintain compliance with established SLAs, Standard Operating Procedures (SOPs), and Quick Reference Guides (QRGs).
Work efficiently across SAP ECC/Fiori, Salesforce, Genesys, REX, iWD, and other operational systems.
Maintain accurate order and customer information across internal systems and trade partner databases.
Identify workflow gaps, process bottlenecks, and recurring issues as part of continuous improvement initiatives.
Document and communicate Opportunities for Improvement (OIs) to support more efficient processes and stronger customer outcomes.
Maintain a professional, collaborative approach when working with customers, sales teams, and internal process partners.
Work a standard 40-hour schedule and maintain a dedicated, professional home workspace when working remotely.
For remote work, maintain a wired Ethernet connection with qualifying cable or DSL internet service; satellite and Wi-Fi-only connections are not accepted.

Requirements

~1 min read

High School Diploma or GED.
2+ years of customer contact center experience, either virtual or in person.
Previous trade experience is preferred.
Previous virtual call center or relevant supply chain experience is preferred.
Strong verbal and written communication skills.
Demonstrated ability to meet and achieve individual performance KPIs.
Experience with SAP ECC is preferred.
Working knowledge of spreadsheets and Microsoft Excel.
Ability to work effectively in a fast-paced environment while managing multiple applications, systems, and screens simultaneously.
Ability to manipulate, analyze, and accurately maintain data.
Strong attention to detail and effective problem-solving skills.
Ability to collaborate successfully with team members and cross-functional process partners.
Self-motivated approach with the ability to work independently and take ownership of assigned issues.
Flexible, enthusiastic, and team-oriented mindset with a strong commitment to customer service.