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

Southwire Job Description

The Customer Service Representative is responsible for delivering high-quality post-sale support by addressing customer inquiries, troubleshooting basic issues, and ensuring a smooth transition from sales to implementation. This role involves monitoring customer satisfaction, gathering feedback, and contributing to the development of reports for analysis. The ideal candidate will demonstrate strong organizational skills, a commitment to service excellence, and the ability to learn and apply standard operating procedures while utilizing CRM and other systems to maintain accurate records.

Key Responsibilities

• Address basic troubleshooting and problem resolution requests, escalating complex issues to senior team members when necessary.
• Facilitate the transition process from sales to implementation by gathering and organizing relevant information for project management and technical teams.
• Monitor customer satisfaction by collecting and organizing feedback from various sources to assess product or service performance.
• Assist in compiling post-sale feedback from sales teams to contribute to the creation of reports and summaries for analysis.
• Learn and apply standard operating procedures for post-sale support processes, ensuring consistent service delivery.
• Gain proficiency in using CRM systems and other relevant tools to input, retrieve, and manage post-sale information accurately.
• Collaborate with internal teams to ensure timely resolution of customer issues and seamless service delivery.
• Maintain detailed records of customer interactions, support activities, and resolutions in CRM systems.
• Provide clear communication to customers regarding issue status, timelines, and next steps during the support process.
• Identify opportunities for process improvements in post-sale support workflows and share recommendations with the team.

Education, Experience, and Skills

Required

Minimum Education Level: High School Diploma

Years of Experience: Any

Field of Expertise: Administrative or sales support roles

Preferred

Minimum Education Level: Bachelor’s

Specialized Degree: Business

Competencies

Nimble Learning

Customer Focus

Plans and Aligns

Collaborates

Balances Stakeholders

Action Oriented

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.

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