Customer Service Representative II

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. 

Salary Range; $60-70K

SUMMARY 

Under the supervision of the Customer Service Supervisor, the Customer Service Rep II is able to master the role with minimal supervision and build strong customer relationships based on trust and responsiveness.  The CSR will accurately process customer orders in an efficient manner to ensure customer demands are met, manage customer complaints and issues and be empowered to resolve issues in a timely and professional manner.   

DUTIES AND RESPONSIBILITIES 

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

Order Entry  

• Receives orders (Electronic Data Interface or Email) and verify pricing & execute on DOA approvals prior to entry of order 

• Monitors pricing approval status and migrate to SAP once approved, verify pricing, products, footage and update ship to address to match PO from customer 

• Calculates % of products per line in determining Truck Load percentage & note on the OA (Order Acknowledgement) 

• Checks stock and/or line time availability & note on OA, send OA to Rep/customer  

• Verifies all POs migrated by Independent Reps for accuracy & make any necessary changes according to the customer PO. Advise customer and/or Rep of changes if any 

• Understands and correctly interprets Service Level Agreements for customers and sales team, including all retail customer contracts and requirements 

• Understands and executes all types of order processing, (i.e. EDI, fax-to-EDI, web-to-EDI) 

Order Maintenance 

• Schedules and maintains orders in SAP and SFDC 

• Creates deliveries for released orders by calculating truck loads, verifying truck weights and product availability 

• Coordinates with Shipping to build efficient loads and schedules for pool trucks 

• Communicates any variations or schedule delays in customer orders in a timely manner 

• Provides (Proof of Delivery) PODs and Invoices to customers as required 

• Maintains records of customer interaction, in SFDC - Voice of Customer (VOC)  

• Manages the status of open orders/backorders 

• Communicates with Reps/Customers to obtain T/L fills and B/O releases  

• Runs daily Order Edit 

• Sends weekly open order reports to all Reps 

• Works closely with Planners, Sales, Credit, and Salesforce.com Administrator 

Conflict Management 

• Professionally accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner  

• Keeps customers informed of any issues of orders/deliveries 

• Attends trade shows to showcase knowledge of product and assist sales team 

Credit, Debit, RGA 

• Manages the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved. 

• Researches deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue 

• Processes credit applications for new or updated customer SAP accounts 

• Gathers information for credit/debit memos and forward to customer service  

EDUCATION, EXPERIENCE AND QUALIFICATIONS 

• Formal education such as a Bachelor’s degree or certifications or 3-5 years of practical customer service/order entry.  

• Strong interpersonal and relationship management skills 

• Pipe & Fittings product knowledge 

• Ability to troubleshoot and resolve issues/conflicts 

• Good systems aptitude and solid PC/keyboarding skills 

• Strong math skills