Customer Service Representative - Westlake Careers

SUMMARY

Responsible for processing and tracking customer orders received via phone, fax or mail. Partners with internal departments to manage customer shipments and delivery schedules. Handles all escalated customer inquiries regarding shipment tracking, shortages, overages, quality, etc. Develops documentation and maintains files in accordance with SOX compliance and departmental policies.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Accurately manages order processing in JDE to include pricing, terms of sale, product, quantity, shipping, special instructions, etc.

• Handles complex order issues according to department guidelines.

• Develops documentation for sales orders.

• Maintains system accuracy on sales orders to reflect realistic ship dates.

• Manages customer files to include pricing, payments, delivery terms, vendor control maintenance sheets, sample requests, etc.

• Partners with internal supply chain departments to manage existing customer orders and ensure their expectations are met.

• Completes all product returns and invoice adjustments in a timely manner ensuring accurate reason codes are applied in JDE and appropriate forms are completed in compliance with department policy.

• Maintains daily contact with Sales Representatives regarding pricing inquires, discrepancies, and status updates.

• Maintains accurate price books and initiates all price increases to ensure they are implemented in the invoicing system as assigned.

• Reports competitive activities to Sales team and processes requests for samples.

• Ensures SOX compliance processes are followed, and necessary documents are verified and filed.

• Participates in inventory audits as required.

• May coordinate truck deliveries for certain locations with Traffic department.

• Ability to adhere to attendance policy.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High school diploma, or related experience and/or training, or equivalent combination of education and experience. Associates Degree is preferred but not required.

• Customer service experience

• Knowledge of Excel

• Knowledge of JDE system preferred but not required

• Our Core Competencies are the commonly defined set of skills, knowledge, traits and motives required to be successful both individually and collectively. All employees are rated on these five core competencies: Safety Centered, Customer Focused, Results Driven, Productively Engaged, and Team Oriented.

• Strong problem-solving abilities and proven customer service skills are required.

• Possess strong organizational and project management skills with the ability to simultaneously manage multiple project assignments, with attention to detail.

• Must be self-directed and have the ability to multi-task in a fast-paced, 24/7 manufacturing environment.

• This position requires proficiency with Microsoft Office applications.

• Possess strong written and verbal communication skills and strong interpersonal skills with an ability to interact and communicate with all levels of the organization.

PHYSICAL DEMANDS

Physical and mental demands can be found at the local facility. Contact the EHS&S representative for more information. This information will also be available on Connect soon.

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.