• Job Description

  Req#: R23260

  Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.

  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

  Customer Service Representative

  Salary Range: $50K - $60K
  

  SUMMARY

  Under the supervision of the Customer Service Team Leader, 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

  Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.

  If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here. You will apply via the Jobs Hub application in Workday.

• About the company

  Westlake makes chemical and plastic products, which in turn make life better for people every day. We are a quality manufacturer and dependable global supplier of petrochemicals, plastics and building products. Our mission is to serve our clients by en...

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