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.

 

This role can sit in Madison, MS or Houston, TX

 

SUMMARY

Under the supervision of the Supply Chain Manager, the Customer Service Representative II (CSR II) is accountable for establishing a strong customer relationship - based on trust and responsiveness. The CSR II will accurately process customer orders in an efficient manner to ensure customer demands are met and 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:

Accept, enter and maintain orders in SAP.

Understand and executes all types of order processing, like Consignment, Stock Transfers, Standard Orders, and Free of Charge Orders

Understand and utilize each plant's scheduling process

Develop system understanding and ease of use in Salesforce, DocuSign, TMS, Bourque, Workday, Concur, ADP, Nitro, Microsoft Office, The Training Exchange, and Global VMI as required.

Verify pricing & execute on DOA approvals as needed

Respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies

Process and maintain customer profiles as needed

Maintain knowledge of customer requirements, products, packaging

Create orders using optimal truck weights to ensure no fines, penalties or delays while shipping maximum quantity.

Able to function in one or more market segments

Understand and correctly interpret Service and VMI agreements, including all retail customer contracts and requirements

Expedite hot or special orders as agreed upon with sales and supervisor

Scan/save order and order support documents

Customer Service Drive maintenance

Maintain relationship with external warehouse/terminal management

For assigned external warehouse/terminal, balance inventory to SAP inventory monthly

Tender shipments for external warehouses / terminals, providing bills of lading and any other required documentation.

Understand and correctly interpret Consignment agreements, including all retail customer contracts and requirements

Properly accept, log, manage and resolve customer and sales issues in a professional and empathetic manner

Address and correct customer service issues, forward issues to appropriate department, and conduct follow-ups to ensure overall customer satisfaction

Research deductions/short payments/credit disputes & communicate with customer in a professional and empathetic manner to resolve dispute/issue

Collaborate with related departments / teams to expedite orders and customer requests in a timely manner

Perform backorder coordination/shipping

Maintain customer records

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

Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.

Implement 3% freight surcharge when applicable and communicate to customer prior to shipment.

Maintain strong lines of communication with warehouses, shipping and logistics to ensure seamless order processing and execution on standard and special/hot orders.

Must maintain familiarity with both trucking and rail transportation processes

Must maintain familiarity with Canada Customs requirements

 

EDUCATION, EXPERIENCE AND QUALIFICATIONS

High School diploma is required

Bachelor's degree is desired

Must have a minimum of 5 years of practical customer service experience

Must possess excellent communication skills, strong interpersonal and relationship management skills

Should be experienced and comfortable in conflict resolution

Should be able to multi-task and prioritize complex workload

Some exposure to manufacturing industry is desired

SAP and/or salesforce.com experience is a plus

Good computer systems aptitude and solid PC/keyboarding skills

Strong basic math skills are desired

 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit, stand, walk and climb; 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 occasionally lift and/or move up to 10 pounds, and infrequently lift and/or move up to 20 lbs. The employee must frequently make minor decisions with limited information, general decisions in the absence of specific directions, and perform activities requiring sustained concentration.

 

WORK ENVIRONMENT

The noise level in the work environment is sometimes moderate when working in an office, however, some of the work may be required in the operating units which mandates usage of required PPE (Personal Protective Equipment) including safety glasses, hearing protection, etc. During active remediation additional requirements may include fit testing for respiratory equipment, chemical suits, face shields, etc. May also result in exposure to outside elements and may require usage of stairs. Moderate travel (20-40%) may be required in the performance of duties.

 

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.

 

Westlake Management Services, Inc. is proud to offer equal employment opportunities to qualified applicants to join our company and to succeed as members of our team regardless of race, religion, color, national origin, ancestry, disability, genetic information, marital status, gender, gender identity, sexual orientation, age, veteran status, or any other characteristic protected by law.