Customer Service Representative

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. 

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:

• Schedule and maintain orders received via EDI or email in to SAP/JDE and SFDC
• Verify orders to ensure pricing, products, footage and ship to address are correct
• Calculate % of products per line in determining Truck Load percentage and later create deliveries for released orders by calculating truck loads.
• Check stock and/or line time availability
• 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
• Understand and correctly interpret Service Level Agreement for customer and sales team, including all retail customer contracts and requirements
• Communicate with Reps/Customers to obtain T/L fills and B/O releases
• Send weekly open order reports to all Reps
• Coordinate with Planners, Sales Manager/Representative, Credit Manager and Salesforce.com Administrator
• 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
• Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
• Research 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/JDE accounts

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. 

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.