Senior Representative Trade Experience Contact Center

Whirlpool • Knoxville, TN

7d • Hybrid

About The Position

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2025, the company reported approximately $16 billion in annual net sales - close to 90% of which were in the Americas - 41,000 employees, and 35 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

This role in summary
Whirlpool is currently seeking qualified candidates for a Senior Representative. This role is remote except for candidates who reside in MI - Berrien, Cass, or Van Buren Candidates in those counties are required to work onsite at the Whirlpool Contact Center

Whirlpool is the world’s leading kitchen and laundry appliance company and markets Whirlpool, Maytag, KitchenAid, Jenn-Air, Amana, and other major brand names.

The Senior Representative (S2) for the Home Depot Pro Desk manages end-to-end order administration, issue resolution, and customer interactions for The Home Depot (THD) Pro accounts across email, phone, and chat channels. Operating within the Trade Experience organization, this role serves as a key operational contact for trade customers and sales teams, de-escalating complex inquiries, managing delivery blocks and returns, and ensuring compliance with established Standard Operating Procedures (SOPs)

Requirements

• High School Diploma or GED
• 2+ years of customer contact center experience (virtual or in-person)

Nice To Haves

• Previous Trade Experience
• Previous virtual call center experience or applicable supply chain experience
• Excellent verbal and written communication skills
• Demonstrated achievements with personal KPIs
• Experienced in SAP ECC
• Spreadsheet/MS Excel
• Experience working in a fast-paced environment while managing multiple computer programs, across multiple screens.
• Manipulating and analyzing data
• Attention to detail
• Problem-solving
• Work collaboratively with team and process partners
• Self-starter
• The ideal candidate is an enthusiastic team player with a flexible approach to work

Responsibilities

• Oversee inbound trade customer interactions via phone, email, and chat channels.
• Process order management requests, verify pricing and stock availability, perform order updates, and manage quote center and return/reorder workflows.
• Handle complex pre- and post-delivery inquiries, delivery blocks, and return work items (including POD automations in Salesforce) while maintaining strict issue ownership and SLA compliance.
• Maintain high efficiency across multiple software platforms, including SAP (ECC / Fiori), Salesforce, Genesys, REX, and iWD tasks.
• Execute tasks following detailed SOPs and Quick Reference Guides (QRGs), ensuring order data accuracy across internal and trade partner databases.
• Actively participate in Continuous Improvement methodologies by identifying daily workflow gaps, resolving process bottlenecks, and logging Opportunities for Improvement (OIs).
• Must be available to work a 40-hour schedule
• Provide in-home work space free from noise, distractions, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED