Job Description

Westlake Pipe & Fittings, a Westlake division (NYSE:WLK), is one of the largest polyvinyl chloride pipe and fittings manufacturer in North America. With 23 manufacturing and distribution locations, the company supplies gasketed, solvent weld and restrained joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok® spline-lock technology and product systems that are focused on building A Better Foundation. To learn more, visit the website at WestlakePipe.com and follow us on LinkedIn and Facebook. 

We are seeking a motivated and customer-focused Customer Service Analyst to support our manufacturing sales operations.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

  • Work united with the Manager of Customer Service to develop and produce consistent reporting across multiple Customer Service teams
  • Collaborate with cross-functional teams to initiate, test, and deploy ERP system enhancements aimed at streamlining customer service operations and improving workflow efficiency
  • Provide ongoing training and support to the customer service team on ERP platforms and other operational systems, ensuring proficiency, promoting best practices, and enabling efficient resolution of customer inquiries
  • Assist with data preparation for customer EDI implementations
  • Assist in gathering documentation for internal and external audits
  • Construct ad hoc presentations for Customer Service Management
  • Utilize customer surveys, complaint logs, and other information to assist in the development of techniques to enhance the Customer Experience
  • Provide updates on metrics such as Order Processing Time, Order Entry Accuracy, Agent Availability, etc.
  • Enhance, develop and run re-occurring monthly reports, scorecards and other analytical tools
  • Analyze current way of reporting and recommend changes and/or additional tools to increase efficiencies and improve reporting
  • Create and maintain documentation for Customer Service procedures
  • Report and maintain Quarterly Incentive Plan (QIP) and Annual Incentive Plan (AIP) metrics for North American Customer Service team
  • Design, develop, and maintain interactive dashboards and reports using Power BI to visualize key business metrics and support data-driven decision-making

EDUCATION, EXPERIENCE AND QUALIFICATIONS

  • Bachelor’s Degree required
  • Proficiency with ERP systems; SAP or JDE experience preferred
  • Ability to function effectively in a multi-tasking environment
  • Excellent written and verbal communication skills
  • Advanced word processing, spreadsheet, and database application skills
  • Results-oriented to ensure deliverables are submitted in an accurate, complete, and timely fashion
  • Articulates analysis in a clear and concise manner
  • Exhibit the ability, over time, to distill data into meaningful insights and provide suggestions to improve the overall customer experience
  • Skilled user of MS Office applications including Word, Excel (Pivot Tables), PowerPoint.  

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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