Senior Representative Trade Experience Contact Center

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Representative Trade Experience Contact Center based in the United States.** 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. ### Accountabilities - 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: - 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. ### Benefits: - Primarily remote work environment across the United States. - Onsite work available/required for candidates residing in Berrien, Cass, or Van Buren counties in Michigan. - Full-time 40-hour work schedule. - Opportunity to work across customer service, order management, supply chain, and trade experience functions. - Exposure to enterprise platforms including SAP, Salesforce, Genesys, and related operational systems. - Opportunity to contribute to continuous improvement initiatives and process optimization. - Collaborative environment working with customers, sales teams, and internal process partners.