Customer Service Representative

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

Why choose Westlake Pipe and Fittings?

• Benefits Day 1!
• 401k: The Company will match your contributions up to a certain percentage.
• Quarterly Bonus Programs
• Fitness Reimbursement Program: The Company will reimburse up to 50%.
• Tuition Reimbursement Program
• Employee Assistance Program
• Vacation
• Scholarship Program
• Training & Development - Access to multiple platforms of learning (online, in person, 3rd party training institutions)
• Community Relations - We support and encourage our employees to volunteer their time and efforts in worthwhile causes and donate funds to assist various groups

About the job:

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.

Order Entry

• Process received orders to ensure accuracy and entry in to SAP/SFDC
• Good understanding of various order processing (EDI, fax-to-EDI, web-to-EDI)
• 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

Order Maintenance

• Schedule and Maintain orders in SAP and SFDC

• Create deliveries for released orders by calculating truck loads
• 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
• 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
• Coordinate with Planners, Sales Manager/Representative, Credit Manager, Salesforce.com Administrator
• 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

What you bring to the table:

• 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.

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.

We believe in creating a supportive and inclusive culture that empowers and encourages our associates to succeed through individual achievement and teamwork. A career at Westlake is enriched with an innovative spirit, high work ethic, and rewarding experiences. We foster a culture that supports professional development, personal growth, and opportunities for advancement.

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.