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.
The Representative Associate Customer Service is the prime contact for order-related activities and is responsible for ensuring customer loyalty by effectively managing the order process.
- Responsible for the order management process, which includes:
- Serve as prime contact for order-related activities.
- Build and maintain business relationships with customers through multiple communication channels.
- Work with associates within his/her department and across the organization to achieve optimal customer satisfaction.
- Input new order requests and manage modifications and cancellations for both manual and electronic orders communications.
- Coordinate with plants to support on-time order shipment and manage order issues to ensure that they are clear for shipment.
- Facilitate new business approvals and set up and maintain accurate customer address, contact information, and customer specific requirements.
- Ensure appropriate delegation of authority is documented and followed and perform all duties in compliance with company policies and procedures.
- Facilitate actions between multiple departments to meet customer specific needs.
- Inform sales representatives of current customer activity and order statuses as appropriate.
- Work in partnership with the credit department and plants to ensure orders are invoiced and processed in a timely manner.
- Responsible for accurate customer address and contact information as well as keeping customer specific requirements files updated.
- Communicate proactively with customers regarding requirements, order status, forecast, open complaints, etc to ensure customer satisfaction.
- Crosstrain and provide backup for other customer service team associates as required.
- Manage customer invoice process, as needed.
- Participate in both internal and external order management audits.
Qualifications
- Bachelor’s degree or equivalent combination of education and experience
- 3 to 7 years’ experience in customer service, with global exposure working with clients or customers across different countries.
- Displaying strong leadership skills, taking initiative and ownership of difficult customer situations; inspires top performance by example of work ethic and job performance with proven ability to successfully coach others.
- Should have strong oral and written communication skills
- Ability to work effectively in a fast-paced, international, multicultural environment.
- Must possess strong organization skills & be very detail oriented with the ability to adapt to changing priorities
- Customer Oriented Mind Set
- Ability to work well with others to accomplish common goals
- Possess ability to collect, analyze and interpret both qualitative and quantitative data to develop business solutions
- Must have SAP experience as well as proficiency in Microsoft Excel and Word.
- Six Sigma certification a plus.
- Must be fluent in English.
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.
