Associate Customer Service- Contract

Westlake•Calgary, AB

2d•Onsite

About The Position

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. We build communities, let us build your career. THIS ROLE IS A 6 MONTH - 1 YEAR CONTACT ROLE. 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.

Requirements

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

Responsibilities

Schedule and maintain orders received via EDI or email in to SAP/JDE and SFDC
Verify orders to ensure pricing, products, footage and ship to address are correct
Calculate % of products per line in determining Truck Load percentage and later create deliveries for released orders by calculating truck loads.
Check stock and/or line time availability
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
Understand and correctly interpret Service Level Agreement for customer and sales team, including all retail customer contracts and requirements
Communicate with Reps/Customers to obtain T/L fills and B/O releases
Send weekly open order reports to all Reps
Coordinate with Planners, Sales Manager/Representative, Credit Manager and Salesforce.com Administrator
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
Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
Research 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/JDE accounts