Customer Service Representative-Contract

Westlake Chemical; Calgary; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading manufacturer in North America is seeking a Customer Service Representative to manage customer orders and relationships in Calgary. The ideal candidate will possess strong interpersonal skills, have experience in conflict resolution, and be able to multitask effectively. This role offers a long term contract with potential for permanence, providing a dynamic work environment and opportunity for career growth.

Qualifications

• Formal education such as a Bachelor’s degree or certifications.
• 1-3 years of practical customer service/order entry experience.
• Strong interpersonal and relationship management skills.

Responsibilities

• Process customer orders accurately via EDI or email.
• Manage customer complaints and resolve issues in a timely manner.
• Communicate with customers for order updates and resolution.

Skills

Interpersonal skills

Conflict resolution

Multi-tasking

Basic math skills

Education

Bachelor’s degree or equivalent certifications

1-3 years of practical customer service experience

Tools

SAP/JDE

Salesforce.com

Email communication tools

Job description

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 Pipe & Fittings, a Westlake division ( NYSE:WLK ), is one of the largest polyvinyl chloride pipe and fittings manufacturers in North America. With 23 manufacturing and distribution locations, the company supplies gasketed, solvent weld and restrained joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok spline-lock technology and product systems that are focused on building A Better Foundation. To learn more, visit the website at WestlakePipe.com and follow us on LinkedIn and Facebook.

THIS ROLE IS A LONG TERM CONTRACT (1 YEAR) WITH THE POSSIBILITY OF GOING PERMANENT.

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 into SAP/JDE and SFDC
• Verify orders to ensure pricing, products, footage and ship to address are correct
• Calculate percentage of products per line to determine 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 and 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 accept, log, manage and resolve 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 and 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/keyboard 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 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.

If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here. You will apply via the Jobs Hub application in Workday.