Address
Form of workA 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, metal-clad cable, portable and electronic cord products, OEM wire products and engineered products. In addition, Southwire supplies assembled products, contractor equipment and hand tools. We are proud to offer competitive compensation, employee benefits, tuition reimbursement, and unlimited growth opportunities. Our nearly seven decades of progressive growth can be attributed to our determination to developing innovative systems and solutions, exercising environmental stewardship and enhancing the wellbeing of our communities. How will you power what’s possible?
Location: Thorn Customer Solutions Center
Southwire Job Description
Summary
The Account Manager, Customer Service provides information to our customers about products and services, answers questions, and resolves any emerging problems that our customer accounts might face with accuracy and efficiency.
Description of Duties and Responsibilities
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Identify and assess customers’ needs to achieve satisfaction
- Provide customers with status updates on their orders
- Resolve customer requests for returns and credits
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Provide accurate, valid, and complete information by using the right methods/tools
- Take initiative to troubleshoot and investigate when there isn’t information to answer customer questions or resolve complaints.
- Keep records of customer interactions, process customer accounts and file documents
- Gather customer feedback
- Helps drive process improvements to provide a higher level of service to our customers.
Qualifications and Experience Requirements
- Associates degree preferred
- 3 years of previous sales, customer support, or related experience required
- Proficient in Microsoft Office Suite applications, including Outlook, Word and Excel.
- Familiarity with CRM and ERP systems and practices (Salesforce, SAP) preferred, but not required
- Customer-oriented, with the ability to adapt/respond to different customer needs and situations
- Strong active listening skills and call handling skills
- Excellent verbal and written communication skills
- Ability to prioritize and manage time and tasks effectively
- Must be able to be in their assigned office at least 2 days a week as assigned by Customer Service Manager
Competencies
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.
