Customer Service Representative

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?

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

• Performs 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 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

Required Education & Experience

Minimum Education Level: High School Diploma

Years of Experience: 2-4 years

Travel

Travel: None

Physical Requirements

Moving: 5%

Standing: 5%

Sitting: 90%

Working Conditions

Office

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)

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.

Nearest Major Market: Atlanta