Customer Service Representative - Lathrop, CA

Westlake Chemical; Lathrop (CA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Competitive benefits

Retirement plan with company match

Quarterly bonus program

Annual incentive bonus

Fitness reimbursement

Employee assistance program

Vacation scholarship program

Training & development

Job summary

Westlake Royal Roofing Solutions in Lathrop, CA is seeking a skilled Customer Service Associate for our fast-paced call center. You will handle inbound calls, provide pricing, freight quotes, and product support while maintaining accurate records.

Ideal candidate has 1-2 years in a call center or customer service role, ability to multi-task, and proficiency with MS Office and SAP.

Qualifications

• High School Diploma or equivalent is required.
• Bilingual is preferred.
• 1-2 years in a Call Center or Customer Service position preferred.
• Must have ability to multi-task and keyboard at least 30 wpm.
• Strong computer skills and knowledge of MS Office; SAP preferred.

Responsibilities

• Handle high-volume inbound calls and some outbound calls to assist customers with inquiries in a timely and accurate manner.
• Provide order pricing, freight quotes, technical product support, and handle customer complaints.
• Track deliveries, manage backorders, and communicate product availability to customers.
• Enter and maintain accurate customer records and correspondence; support data entry and auditing.
• Collaborate with Sales and other departments to resolve issues and improve customer satisfaction.

Skills

MS Office

SAP

Call center experience

Phone etiquette

Verbal communication

Written communication

Multi-tasking

Bilingual

Attention to detail

Education

High School Diploma or equivalent

Tools

SAP

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.

SUMMARY

Westlake Royal Roofing Solutions is a recognized, national leader in durable and sustainable clay, composite, concrete, and steel roof systems and components. We are seeking exceptional performers to continue to take roofing materials to the next level. The function of this position is to provide customers with high quality services in a fast-paced, call center environment.

Ideal candidate will sit in Lathrop, CA or near this location. Monday-Friday 7:30AM-4:00PM (PST) (30-minute lunch)

Why choose Royal Roofing Solutions?

• Competitive Benefits Package
• Structured Retirement Savings Plan plus Company match
• Quarterly Bonus Program
• Annual Incentive Bonus
• Fitness Reimbursement Program
• Employee Assistance Program
• Vacation Scholarship Program
• Training & Development

ESSENTIAL DUTIES AND RESPONSIBILITIES

Comply with Westlake Safety Policies and Procedures Service high volume inbound calls and initiating outbound calls to ensure that customer inquiries are answered in a timely and accurate manner. The types of calls include: Order pricing and freight quotes Technical product support Customer complaints Delivery tracking Product availability Order changes and order blocks E-Commerce/Westlake Website Sample orders requests Prepare freight quotes and follow up accordingly. Accurately identify products to complete customer orders. Regularly work with Sales to inform of all situations that may arise concerning customers. Support data entry/auditing with the ability to perform with a high degree of accuracy and attention to detail. Routinely manage backorders and provide accurate updated information to customers. Assist customers with changes in orders by obtaining good dates and ensuring availability to customers and efficiency to supply chain and production operations. Provide excellent customer service with organizational, written, and oral communication skills. Ensure all issues are properly analyzed, documented, logged, and resolved in a timely manner. Maintain customer records, reporting and correspondences, relating to customer service functions. Understand, interpret, and carry out instructions furnished in written, oral, and diagram form. Enter accurate and detailed records of customer interactions and actions taken while on calls. Receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature. Contribute to team and department efforts to achieve metrics and related results. Resolve routine to complex customer issues. Develop and maintain positive customer relations as well as internal relations to ensure customer requests and questions are handled appropriately and in a timely manner. Regular attendance, timeliness, and scheduling flexibility. Other customer/administrative duties as required.

KNOWLEDGE, SKILLS, AND ABILITIES

An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Strong computer skills: MS Office required; SAP knowledge and experience (Preferred) Knowledge of fast-paced call center environment (Preferred) Maintain a positive attitude along with the ability to adapt to change Possess a genuine willingness to learn, be intuitive, resourceful and be coachable Ability to work well with other employees as a team and independently Ability to work in a fast-paced, self-directed environment Professional phone etiquette and superb listening and critical thinking skills Exceptional verbal and written communication skills Ability to identify and solve problems when required Possess basic mathematical principles (i.e., addition, subtraction, multiplication, and division) Must have ability to work under pressure with composure and self-control Ability to read, write, and interpret documents such as routine reports, correspondences, safety rules, operating and maintenance instructions, and procedure manuals. Understanding of the role of Customer Service and its relation to meeting day to day business objectives

EDUCATION AND/OR EXPERIENCE

High School Diploma or equivalent Bilingual (Preferred) At least 1-2 years in a Call Center or Customer Service position Must have ability to multi-task Minimum keyboard 30 wpm Knowledge/experience in building industry (Preferred) Experience in a fast paced, team-oriented environment (Preferred) High volume call center experience (Preferred) Experience in customer service or support with the ability to de-escalate customers with understanding and compassion.

ESSENTIAL PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

The employee should possess the ability to: Prolong sitting or in stationary position Complete repetitive movements Lift/move/transport items up to 25 pounds

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.

Westlake is a global manufacturer and supplier of materials and innovative products that enhance life every day. Headquartered in Houston, with operations in Asia, Europe and North America, we provide the building blocks for vital solutions — from housing and construction, to packaging and healthcare, to automotive and consumer. For more information, visit the company's web site at www.westlake.com. Westlake (NYSE: WLK) is a global diversified industrial company that manufactures and supplies essential products that enhance the daily lives of people around the globe. Our products, now under a One Westlake brand, supply the necessary building blocks for everyday products across housing and infrastructure, packaging and healthcare, and automotive and consumer goods. Consumers gain the benefits of materials Westlake produces in products such as food packaging, medical devices, soaps and detergents, car interiors, fashion, toys, shoes, furniture, electronics, siding, stone veneer, windows, outdoor living, roofing, and pipe & fittings. Westlake is proud to contribute to driving a sustainable future through the creation of essential products that are Enhancing Your Life Every Day®. To view other career opportunities at Westlake and our family of companies, visit https://westlaketalent.com