Customer Service Representative II

Westlake Chemical; Calgary; On-site; CAD 60,000 - 70,000; Full time

Job summary

Westlake Chemical offers a position for a Customer Service Rep II in Calgary, responsible for managing customer orders and relationships. Candidates should have a Bachelor's degree or relevant experience, strong interpersonal skills, and knowledge of pipe and fittings products. The role ensures customer satisfaction through effective problem resolution and order management.

Qualifications

• Bachelor’s degree or equivalent, or 3-5 years experience.
• Strong interpersonal and relationship management skills.
• Knowledge of Pipe & Fittings products.

Responsibilities

• Receive and process customer orders accurately.
• Manage conflicts and customer issues professionally.
• Schedule and maintain orders in SAP and SFDC.

Skills

Interpersonal skills

Relationship management

Troubleshooting

Math skills

Systems aptitude

Education

Bachelor’s degree or equivalent

3-5 years customer service/order entry experience

Job description

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance people's lives through our products and presence in the communities in which we operate.

Westlake Pipe & Fittings, a division of Westlake (NYSE: WLK), is one of the largest manufacturers of polyvinyl chloride pipe and fittings in North America. With 23 manufacturing and distribution locations, the company supplies gasketed, solvent weld, and restrained joint pipes, along with a wide range of fittings for 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, featuring Certa-Lok spline-lock technology and product systems focused on building A Better Foundation. To learn more, visit WestlakePipe.com and follow us on LinkedIn and Facebook.

Salary Range: $60-70K

Summary

Under the supervision of the Customer Service Supervisor, the Customer Service Rep II is expected to master the role with minimal supervision, build strong customer relationships based on trust and responsiveness, accurately process customer orders to meet demands, manage complaints and issues, and resolve them professionally and promptly.

Duties and Responsibilities

May include, but are not limited to:

Order Entry

• Receive orders via Electronic Data Interface or Email, verify pricing, and obtain DOA approvals prior to entry.
• Monitor pricing approval status, migrate to SAP once approved, verify pricing, products, footage, and update shipping addresses based on POs.
• Calculate product percentages per line for Truck Load planning and note on OA.
• Check stock and line availability, note on OA, and send to customer.
• Verify all POs migrated by Reps for accuracy, make necessary adjustments, and inform customers/reps of changes.
• Understand and interpret Service Level Agreements, including all retail customer contracts.
• Execute all order processing types (EDI, fax-to-EDI, web-to-EDI).

Order Maintenance

• Schedule and maintain orders in SAP and SFDC.
• Create deliveries, calculate truck loads, verify weights and product availability.
• Coordinate with Shipping for efficient loads and schedules.
• Communicate order variations or delays promptly.
• Provide Proof of Delivery and invoices as required.
• Maintain customer interaction records in SFDC.
• Manage open orders/backorders and communicate with Reps/Customers for T/L fills and B/O releases.
• Run daily Order Edits and send weekly open order reports.
• Collaborate with Planners, Sales, Credit, and Salesforce.com Administrator.

Conflict Management

• Accept, log, manage, and resolve customer and sales issues professionally and empathetically.
• Keep customers informed of order/delivery issues.
• Assist sales team at trade shows with product knowledge.

Credit, Debit, RGA

• Manage Return Material authorizations within policy parameters.
• Research and resolve deductions, short payments, and credit disputes professionally.
• Process credit applications and gather information for credit/debit memos.

Qualifications

• Bachelor’s degree, certifications, or 3-5 years of practical customer service/order entry experience.
• Strong interpersonal and relationship management skills.
• Knowledge of Pipe & Fittings products.
• Ability to troubleshoot and resolve issues.
• Good systems aptitude and keyboarding skills.
• Strong math skills.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to protected characteristics.

If you are an active Westlake employee or an employee of any Westlake affiliates, please apply via the Jobs Hub in Workday.