Customer Service Representative II

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

Job summary

A leading company in pipe and fittings manufacturing is seeking a Customer Service Rep II to enhance customer relationships and manage order processes. The ideal candidate will need a Bachelor's degree and several years of customer service experience. Join a team that values responsiveness and customer support excellence.

Qualifications

• Formal education such as a Bachelor's degree.
• 3-5 years of practical customer service experience.
• Knowledge of pipe & fittings products.

Responsibilities

• Receive and verify orders, manage pricing and DOA approvals.
• Handle customer service issues and maintain order records.
• Manage return processes and credit applications.

Skills

Interpersonal skills

Relationship management

Troubleshooting

Math skills

Education

Bachelor's degree or equivalent

Customer service/order entry experience (3-5 years)

Tools

SAP

SFDC

Job description

Company Overview:

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 wells, pools and spas, and agricultural and turf irrigation. Westlake Pipe & Fittings is a leader in product development with innovations like Certa-Lok spline-lock technology. 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, building strong customer relationships based on trust and responsiveness. The CSR will accurately process customer orders efficiently, manage complaints and issues, and resolve them promptly and professionally.

Responsibilities:

• Order Entry: Receive orders via EDI or email, verify pricing, and obtain DOA approvals before entry. Monitor pricing approval status, migrate to SAP upon approval, verify product details, and update shipping information. Calculate product line percentages for truck loads, check stock and line availability, verify PO accuracy, interpret service level agreements, and process different order types.
• Order Maintenance: Schedule and maintain orders in SAP and SFDC, create deliveries, coordinate with shipping, communicate delays or variations, provide PODs and invoices, maintain customer interaction records, manage order/backorder statuses, and run daily order edits. Send weekly open order reports and work closely with planners, sales, credit, and Salesforce admins.
• Conflict Management: Handle customer and sales issues professionally, keep customers informed about order/delivery issues, and attend trade shows to showcase product knowledge and support the sales team.
• Credit, Debit, RGA: Manage return processes, research disputes, process credit applications, and gather information for credit/debit memos within policy guidelines.

Qualifications:

• Formal education such as a 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/conflicts.
• Good systems aptitude and solid PC skills.
• Strong math skills.