Inside Sales/Customer Service Representative

Westlake Chemical Corp.•Houston, TX

49d•Onsite

About The Position

Under the supervision of the Customer Service Supervisor, the Inside Sales/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

Order Entry
Process received orders to ensure accuracy and entry in to SAP/SFDC
Good understanding of various order processing (EDI, fax-to-EDI, web-to-EDI)
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
Understands and correctly interprets Service Level Agreement for customer and sales team, including all retail customer contracts and requirements
Schedule and Maintain orders in SAP and SFDC
Create deliveries for released orders by calculating truck loads
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
Maintain records of customer interaction, in SFDC - Voice of Customer (VOC)
Managing the status of open orders/backorders
Communicating with Reps/Customers to obtain T/L fills and B/O releases
Run daily Order Edit
Send weekly open order reports to all Reps
Coordinate with Planners, Sales Manager/Representative, Credit Manager, Salesforce.com Administrator
Provide verbal quotes (Q1 and Q2) and entered into SFDC
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
Attend trade shows to showcase knowledge of product and assist sales team
Keep SFDC administrator abreast of any problems within Salesforce (i.e., pricing discrepancies, etc.)
Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
Researches 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 accounts
Gather information for credit/debit memos and forward to customer service

Benefits

Benefits Day 1!
401k: The Company will match your contributions up to a certain percentage.
Quarterly Bonus Programs
Fitness Reimbursement Program: The Company will reimburse up to 50%.
Tuition Reimbursement Program
Employee Assistance Program
Vacation
Scholarship Program
Training & Development - Access to multiple platforms of learning (online, in person, 3rd party training institutions)
Community Relations - We support and encourage our employees to volunteer their time and efforts in worthwhile causes and donate funds to assist various groups