Customer Service Representative
Job Description
Westlake Pipe & Fittings, a Westlake company (NYSE:WLK), is the second-largest polyvinyl chloride pipe and fittings manufacturer in North America. Westlake Pipe & Fittings 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
SUMMARY
Under the supervision of the Customer Service Supervisor, the Customer Service Rep is accountable for establishing a strong customer relationship - 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
Order is received (Electronic Data Interface or Email) to Shared Inbox
Associate or CSR distributes orders to appropriate CSR
Verify pricing & execute on DOA approvals as required if order needs to be entered direct into SAP
CSR enters orders into SFDC
Monitor pricing approval status
Migrate to SAP once approved
Once order migrated to SAP, CSR verifies pricing, products, footage and updates ship to address to match PO from customer
CSRs re-enter PO line item and unique Ferguson material numbers for all Ferguson orders at the header level of all Sales Orders (occurs for NAPCO & NASP)
Determine delivery status: is it ASAP or ATP HOLD?
If ATP (available to promise) Hold, select ATP Hold drop down (NAPCO only)
Enter order reason code after order is migrated to SAP
Calculate % of products per line in determining Truck Load percentage & note on the (Order Acknowledgement) OA
Check stock and/or line time availability & note on OA
Send OA to Rep/customer
Verify 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 Agreement for customer and sales team, including all retail customer contracts and requirements
Understands and executes all types of order processing, like EDI, fax-to-EDI and web-to-EDI
Order Maintenance
Schedule and Maintain orders in SAP and SFDC
Create deliveries for released orders by calculating truck loads
Verify truck weights and/or cubic feet to ensure no fines, penalties or delays
Verify product availability.
If not in stock check current production schedules. If no run date communicate with planner to get a confirmed run date
Notify Sales Rep or Customer of any delays in shipments
Put delivery # on plant calendar
Communicate with shipping and customer concerning issues of truck availability and/or delivery location issues
Expedites hot or special orders as agreed upon with sales, customer and supervisor
Respond to inquiries via email or phone, e.g. inventory availability, production schedule, technical questions, products and policies
Coordinate with Shipping to build efficient loads and schedules for pool trucks
Perform backorder coordination/shipping (NASP only)
Communicate any variations or schedule delays in customer orders in a timely manner
Provide (Proof of Delivery) PODs and Invoices to customers as required
Retrieve PODs via (Transportation Management System) TMS
Maintain records of customer interaction, in SFDC - Voice of Customer (VOC)
Managing the status of open orders/backorders
Communicating with Reps/Customers to obtain T/L fills and B/O releases
Run daily Order Edit
Send weekly open order reports to all Reps
Maintain (Post Goods Issue) PGI dates, to keep deliveries for shipping accurate
Issue and follow-up Non-Cancelable letters for non-stocking items
Collaborate with cross-functional teams to expedite or troubleshoot orders
Coordinate with
Planners
Sales Manager/Representative
Credit Manager
Salesforce.com Administrator
Cross trains to another region or business to become proficient in all aspects of the Service center.
Scans/saves order and order support documents
Maintains records of customer transactions and interactions i.e. customer PO’s, delivery requirements, customer verbal communications, and customer complaints on H drive
Provide verbal quotes (Q1 and Q2) and entered into SFDC
Conflict Management
Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner
Keeps customers informed of any issues of orders/deliveries
Attend trade shows to showcase knowledge of product and assist sales team
Keep SFDC administrator abreast of any problems within Salesforce (i.e., pricing discrepancies, etc.)
Credit, Debit, RGA
Manage 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
Process credit applications for new or updated customer SAP accounts
Gather 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 1-3 years of practical customer service/order entry.
Strong interpersonal and relationship management skills
Experience and comfortable in conflict resolution
Ability to multi-task
Good systems aptitude and solid PC/keyboarding skills
Strong basic math skills
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required.
Application Instructions
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