Customer Service Representative Jobs

Westlake Pipe & Fittings, a Westlake company (NYSE:WLK), is the second-largest polyvinyl chloride pipe and fittings manufacturer in North America. With 35 manufacturing and distribution locations, the company 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 and follow us on LinkedIn, Facebook and Twitter.

SO WHY WESTLAKE PIPE & FITTINGS?

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 Pipe & Fittings, 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.

COMPETITIVE PAY & BENEFITS

• Fitness Reimbursement Program
• Tuition Assistance Program
• Benefits Effective Day 1
• Med, Den, Vision, 401k (4% match), Annual Retirement Contribution (2%), Life & AD&D
• Opportunity for Advancement
• Paid Vacation

SUMMARY

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.

DUTIES AND RESPONSIBILITIES

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

Order Entry

• Migrate to SAP once approved
• Check stock and/or line time availability & note on OA
• Once order migrated to SAP, CSR verifies pricing, products, footage and updates ship to address to match PO from customer
• If ATP (available to promise) Hold, select ATP Hold drop down (NAPCO only)
• 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
• CSR enters orders into SFDC
• Monitor pricing approval status
• Order is received (Electronic Data Interface or Email) to Shared Inbox
• Send OA to Rep/customer
• Associate or CSR distributes orders to appropriate CSR
• Understands and correctly interprets Service Level Agreement for customer and sales team, including all retail customer contracts and requirements
• Verify pricing & execute on DOA approvals as required if order needs to be entered direct into SAP
• Enter order reason code after order is migrated to SAP
• CSRs re-enter PO line item and unique Ferguson material numbers for all Ferguson orders at the header level of all Sales Orders (occurs for NAPCO & NASP)
• Understands and executes all types of order processing, like EDI, fax-to-EDI and web-to-EDI
• Calculate % of products per line in determining Truck Load percentage & note on the (Order Acknowledgement) OA
• Determine delivery status: is it ASAP or ATP HOLD?
  • If ATP (available to promise) Hold, select ATP Hold drop down (NAPCO only)

Order Maintenance

• Issue and follow-up Non-Cancelable letters for non-stocking items
• Perform backorder coordination/shipping (NASP only)
• Run daily Order Edit
• Maintain (Post Goods Issue) PGI dates, to keep deliveries for shipping accurate
• Verify truck weights and/or cubic feet to ensure no fines, penalties or delays
• Coordinate with Shipping to build efficient loads and schedules for pool trucks
• Put delivery # on plant calendar
• Managing the status of open orders/backorders
• Planners
• Provide (Proof of Delivery) PODs and Invoices to customers as required
• Maintain records of customer interaction, in SFDC – Voice of Customer (VOC)
• Cross trains to another region or business to become proficient in all aspects of the Service center.
• Notify Sales Rep or Customer of any delays in shipments
• Expedites hot or special orders as agreed upon with sales, customer and supervisor
• Create deliveries for released orders by calculating truck loads
  • Verify truck weights and/or cubic feet to ensure no fines, penalties or delays
  • Verify product availability.
  • If not in stock check current production schedules. If no run date communicate with planner to get a confirmed run date
  • Notify Sales Rep or Customer of any delays in shipments
  • Put delivery # on plant calendar
  • Communicate with shipping and customer concerning issues of truck availability and/or delivery location issues
  • Expedites hot or special orders as agreed upon with sales, customer and supervisor
  • 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
  • Perform backorder coordination/shipping (NASP only)
  • Communicate any variations or schedule delays in customer orders in a timely manner
  • Provide (Proof of Delivery) PODs and Invoices to customers as required
  • Retrieve PODs via (Transportation Management System) TMS
  • Maintain records of customer interaction, in SFDC – Voice of Customer (VOC)
  • Managing the status of open orders/backorders
• Send weekly open order reports to all Reps
  • Maintain (Post Goods Issue) PGI dates, to keep deliveries for shipping accurate
  • Issue and follow-up Non-Cancelable letters for non-stocking items
  • Collaborate with cross-functional teams to expedite or troubleshoot orders
• Maintains records of customer transactions and interactions i.e. customer PO’s, delivery requirements, customer verbal communications, and customer complaints on H drive
• If not in stock check current production schedules. If no run date communicate with planner to get a confirmed run date
• Schedule and Maintain orders in SAP and SFDC
• Respond to inquiries via email or phone, e.g. inventory availability, production schedule, technical questions, products and policies
• Coordinate with
  • Planners
  • Sales Manager/Representative
  • Credit Manager
  • Salesforce.com Administrator
    • Cross trains to another region or business to become proficient in all aspects of the Service center.
    • Scans/saves order and order support documents
    • Maintains records of customer transactions and interactions i.e. customer PO’s, delivery requirements, customer verbal communications, and customer complaints on H drive
• Verify product availability.
• Communicate with shipping and customer concerning issues of truck availability and/or delivery location issues
• Retrieve PODs via (Transportation Management System) TMS
• Scans/saves order and order support documents
• Salesforce.com Administrator
  • Cross trains to another region or business to become proficient in all aspects of the Service center.
  • Scans/saves order and order support documents
  • Maintains records of customer transactions and interactions i.e. customer PO’s, delivery requirements, customer verbal communications, and customer complaints on H drive
• Sales Manager/Representative
• Provide verbal quotes (Q1 and Q2) and entered into SFDC
• Credit Manager
• Communicate any variations or schedule delays in customer orders in a timely manner
• Communicating with Reps/Customers to obtain T/L fills and B/O releases
• Collaborate with cross-functional teams to expedite or troubleshoot orders

Conflict Management

• Keep SFDC administrator abreast of any problems within Salesforce (i.e., pricing discrepancies, etc.)
• Keeps customers informed of any issues of orders/deliveries
• Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner
• Attend trade shows to showcase knowledge of product and assist sales team

Credit, Debit, RGA

• Gather information for credit/debit memos and forward to customer service
• Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
• Process credit applications for new or updated customer SAP accounts
• Researches deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Formal education such as a Bachelor’s degree or certifications or 4-7 years of practical customer service/order entry.
• Strong basic math skills
• Strong interpersonal and relationship management skills
• Experience and comfortable in conflict resolution
• Good systems aptitude and solid PC/keyboarding skills
• Ability to multi-task

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. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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.