• Job Description

  Req#: R29606

  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 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 restrai ned 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 relationship s 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

  • Receive s orders (Electronic Data Interface or Email) and v erify pricing & execute on DOA approvals prior to entry of order

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

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

  • Check s stock and/or line time availability & note on OA, s end OA to Rep/customer

  • Verif ies 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 s for customer s 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

  • Schedule s and m aintain s orders in SAP and SFDC

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

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

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

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

  • Maintain s records of customer interaction, in SFDC – Voice of Customer (VOC)

  • Manag es the status of open orders/backorders

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

  • Run s daily Order Edit

  • Send s weekly open order reports to all Reps

  • Work s 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

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

  Credit, Debit, RGA

  • Manage s 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 es credit applications for new or updated customer SAP accounts

  • Gather s 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 p roduct 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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