Customer Service Representative- Midwest/West Region

Westlake Plastics Co•Decatour, IN

2d•Remote

About The Position

Westlake Plastics is a world-leading manufacturer in extrusion and compression molding technologies of high-performance thermoplastics. Close collaboration with our customers and new product development have been the hallmarks as we celebrate 75 years of success. Westlake Plastics offers a competitive salary for this full-time remote opportunity. Our employees receive benefits (medical, dental, prescription and vision), PTO, paid vacation, as well as your birthday off and employer matched 401K. The Customer Service Representative in the Midwest/Western region is the primary point of contact with customers, ensuring exceptional service experience by addressing inquiries, processing orders, and resolving issues promptly and professionally. This role requires strong communication skills, attention to detail, and the ability to navigate the unique requirements of the plastics manufacturing industry. Hours of support needed include: equivalent to 9:00 AM to 6:00 PM or 10:00 AM to 7:00 PM Eastern Time

Requirements

High school diploma or equivalent required
Minimum 3 years of customer service experience, preferably in a manufacturing or industrial setting.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Proficiency in using CRM software, ERP systems, and Microsoft Office Suite (Excel, Word, Outlook).
Problem-solving skills with the ability to manage multiple tasks simultaneously.
Ability to sit at a workstation and use a computer for extended periods.
Occasionally lift or move materials weighing up to twenty pounds.

Nice To Haves

associate or bachelor’s degree preferred.
Familiarity with plastics manufacturing or a related industry is highly preferred.

Responsibilities

Respond to customer inquiries via phone, email, and other channels in a timely and professional manner.
Provide accurate product information, including material specifications, pricing, lead times, and availability.
Process customer orders accurately using the company’s ERP or order management system.
Coordinate with production, inventory, and logistics teams to ensure timely order fulfillment.
Communicate updates on order status, shipping details, and potential delays to customers.
Address customer complaints or concerns and escalate complex issues to the appropriate department or manager.
Work with quality assurance and production teams to resolve product discrepancies or quality concerns.
Maintain detailed records of customer interactions, transactions, and feedback in the company’s CRM system.
Prepare and analyze customer service metrics and reports as needed.
Collaborate with the sales team to identify customer needs and opportunities for upselling or cross-selling.
Partner with production and shipping teams to ensure accurate and efficient delivery of products.
Willing to work crossover hours into EST occasionally
Identify opportunities to improve customer service processes and contribute to the development of best practices.
Stay informed about industry trends, company products, and manufacturing processes to better serve customers.