Associate Customer Service- Contract

Westlake Pipe & Fittings; Calgary; On-site; CAD 42,000 - 55,000; Full time

Job summary

Westlake Pipe & Fittings is seeking a Customer Service Rep for a 6 month to 1 year contract role in Calgary. You will build strong customer relationships while processing orders accurately and efficiently, handling complaints and ensuring demands are met in a timely, professional manner.

The position requires strong interpersonal skills, conflict resolution ability, and proficiency with ERP systems. Travel and flexible scheduling may be required in a dynamic office environment.

Qualifications

• Formal education or 1–3 years practical customer service/order entry.
• Strong interpersonal and relationship management skills.
• Experience and comfort in conflict resolution.
• Ability to multi-task in a fast-paced environment.
• Good systems aptitude and solid PC/keyboard skills.
• Strong basic math skills.

Responsibilities

• Process and schedule orders received via EDI or email in SAP/JDE and SFDC.
• Verify orders for pricing, products, footage and ship-to address.
• Coordinate with planners, sales team and Credit Manager to fulfill orders.
• Manage returns and credit disputes with customers empathetically.
• Log and resolve customer and sales issues in a professional manner.
• Generate and communicate weekly open order reports to Reps.

Skills

Interpersonal skills

Conflict resolution

Multi-tasking

Systems aptitude

Basic math skills

Education

Bachelor’s degree or certifications or 1-3 years practical experience

Tools

SAP/JDE

Salesforce

Job description

We build communities, let us build your career

THIS ROLE IS A 6 MONTH - 1 YEAR CONTACT ROLE.

Summary

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.

Duties And Responsibilities

May include, but are not limited to, the following:

• 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

Education, Experience And Qualifications

• 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

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required.

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.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.