Representative II-Customer Service

Westlake•Madison, MS

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. This role can sit in Madison, MS or Houston, TX SUMMARY Under the supervision of the Supply Chain Manager, the Customer Service Representative II (CSR II) is accountable for establishing a strong customer relationship – based on trust and responsiveness. The CSR II will accurately process customer orders in an efficient manner to ensure customer demands are met and 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:

Requirements

High School diploma is required
Must have a minimum of 5 years of practical customer service experience
Must possess excellent communication skills, strong interpersonal and relationship management skills
Should be experienced and comfortable in conflict resolution
Should be able to multi-task and prioritize complex workload
Good computer systems aptitude and solid PC/keyboarding skills
Strong basic math skills are desired

Nice To Haves

Bachelor’s degree is desired
Some exposure to manufacturing industry is desired
SAP and/or salesforce.com experience is a plus

Responsibilities

Accept, enter and maintain orders in SAP.
Understand and executes all types of order processing, like Consignment, Stock Transfers, Standard Orders, and Free of Charge Orders
Understand and utilize each plant’s scheduling process
Develop system understanding and ease of use in Salesforce, DocuSign, TMS, Bourque, Workday, Concur, ADP, Nitro, Microsoft Office, The Training Exchange, and Global VMI as required.
Verify pricing & execute on DOA approvals as needed
Respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies
Process and maintain customer profiles as needed
Maintain knowledge of customer requirements, products, packaging
Create orders using optimal truck weights to ensure no fines, penalties or delays while shipping maximum quantity.
Able to function in one or more market segments
Understand and correctly interpret Service and VMI agreements, including all retail customer contracts and requirements
Expedite hot or special orders as agreed upon with sales and supervisor
Scan/save order and order support documents
Customer Service Drive maintenance
Maintain relationship with external warehouse/terminal management
For assigned external warehouse/terminal, balance inventory to SAP inventory monthly
Tender shipments for external warehouses / terminals, providing bills of lading and any other required documentation.
Understand and correctly interpret Consignment agreements, including all retail customer contracts and requirements
Properly accept, log, manage and resolve customer and sales issues in a professional and empathetic manner
Address and correct customer service issues, forward issues to appropriate department, and conduct follow-ups to ensure overall customer satisfaction
Research deductions/short payments/credit disputes & communicate with customer in a professional and empathetic manner to resolve dispute/issue
Collaborate with related departments / teams to expedite orders and customer requests in a timely manner
Perform backorder coordination/shipping
Maintain customer records
Communicate any variations or schedule delays in customer orders in a timely manner
Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
Implement 3% freight surcharge when applicable and communicate to customer prior to shipment.
Maintain strong lines of communication with warehouses, shipping and logistics to ensure seamless order processing and execution on standard and special/hot orders.
Must maintain familiarity with both trucking and rail transportation processes
Must maintain familiarity with Canada Customs requirements