Senior Customer Service Representative

Senior Customer Service Representative

Provides advanced customer support within the electrical industry by leveraging deep product knowledge and a strong understanding of internal systems and processes. Completes assignments with limited supervision and serves as an informal resource to less experienced team members. Analyzes trends from incomplete or conflicting information and recommends solutions that improve the customer experience. Manages complex inquiries, builds strong relationships, and drives service excellence through proactive problem-solving and process improvement.

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).

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.