Customer Service Representative

Westlake • Toledo, OH

7h

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. SUMMARY Responsible for servicing inbound call center, managing team email box, processing, and tracking customer orders. Partners with internal departments to manage customer shipments, returns, claims, availability, etc. Handles escalated customer inquiries regarding shipment tracking, shortages, overages, quality, etc. Assisting customers with E-Commerce site issues, training and building trucks. Develops documentation and maintains files in accordance with SOX compliance and departmental policies.

Requirements

• College Degree or equivalent experience required.
• 3 years customer service experience preferably in a manufacturing environment.
• SAP or other main line ERP such as JDE.
• Strong computer skills: Excel, Word, Outlook.
• Strong team player who can maintain a positive attitude, conduct open communication with teammates and can adapt to change.

Responsibilities

• Accurately manages order processing in SAP, product, quantity, shipping, special instructions, etc.
• Utilize SAP to provide product availability, delivery/ shipment creation, reporting, etc.
• Service inbound call center pertaining to customer orders, inquiries, status updates, ready dates, product inquiries/availability, lead-times, and service complaints.
• Ability to manage customer service team email box which includes responding to emails pertaining to customer/sales inquiries, order status, order changes and availability.
• Assist with e-commerce site customer training, site issues and problem resolution.
• Partners with internal supply chain departments to manage existing customer orders and ensure their expectations are met.
• Support the plants and warehouses with customer truck issues, order deviations and any other issues that may arise.
• Maintains contact with Sales Representatives of situations that may arise concerning customer orders and service issues.
• Provide world class customer service with phone, organizational, written, and oral communication skills.
• Contribute to team and individual efforts to achieve required metrics and related results.
• Develop and maintain positive customer and internal relations.
• Ensures SOX compliance processes are followed, and necessary documents are verified and attached in SAP.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level