Customer Service Representative II

Westlake Pipe & Fittings, a Westlake division (NYSE:WLK), is one of the largest polyvinyl chloride pipe and fittings manufacturer 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. 

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: 

Order Entry 

• Order is received (Electronic Data Interface or Email) to Shared Inbox  

• Associate or CSR distributes orders to appropriate CSR 

• Verify pricing & execute on DOA approvals as required if order needs to be entered direct into SAP  

• CSR enters orders into SFDC 

• Monitor pricing approval status 

• Migrate to SAP once approved 

• Once order migrated to SAP, CSR verifies pricing, products, footage and updates ship to address to match PO from customer 

• CSRs re-enter PO line item and unique Ferguson material numbers for all Ferguson orders at the header level of all Sales Orders (occurs for NAPCO & NASP) 

• Determine delivery status: is it ASAP or ATP HOLD?  

• If ATP (available to promise) Hold, select ATP Hold drop down (NAPCO only) 

• Enter order reason code after order is migrated to SAP 

• Calculate % of products per line in determining Truck Load percentage & note on the (Order Acknowledgement) OA 

• Check stock and/or line time availability & note on OA  

• Send OA to Rep/customer  

• Verify all POs migrated by Independent Reps for accuracy & make any necessary changes according to the customer PO. Advise customer and/or Rep of changes if any 

• Understands and correctly interprets Service Level Agreement for customer and sales team, including all retail customer contracts and requirements 

• Understands and executes all types of order processing, like EDI, fax-to-EDI and web-to-EDI 

Order Maintenance 

• Schedule and Maintain orders in SAP and SFDC 

• Create deliveries for released orders by calculating truck loads 

• Verify truck weights and/or cubic feet to ensure no fines, penalties or delays  

• Verify product availability.  

• If not in stock check current production schedules. If no run date communicate with planner to get a confirmed run date 

• Notify Sales Rep or Customer of any delays in shipments 

• Put delivery # on plant calendar  

• Communicate with shipping and customer concerning issues of truck availability and/or delivery location issues 

• Expedites hot or special orders as agreed upon with sales, customer and supervisor 

• Respond to inquiries via email or phone, e.g. inventory availability, production schedule, technical questions, products and policies 

• Coordinate with Shipping to build efficient loads and schedules for pool trucks 

• Perform backorder coordination/shipping (NASP only) 

• Communicate any variations or schedule delays in customer orders in a timely manner 

• Provide (Proof of Delivery) PODs and Invoices to customers as required 

• Retrieve PODs via (Transportation Management System) TMS 

• Maintain records of customer interaction, in SFDC - Voice of Customer (VOC)  

• Managing the status of open orders/backorders 

• Communicating with Reps/Customers to obtain T/L fills and B/O releases  

• Run daily Order Edit 

• Send weekly open order reports to all Reps 

• Maintain (Post Goods Issue) PGI dates, to keep deliveries for shipping accurate  

• Issue and follow-up Non-Cancelable letters for non-stocking items 

• Collaborate with cross-functional teams to expedite or troubleshoot orders 

• Coordinate with 

• Planners 

• Sales Manager/Representative  

• Credit Manager 

• Salesforce.com Administrator  

• Cross trains to another region or business to become proficient in all aspects of the Service center. 

• Scans/saves order and order support documents 

• Maintains records of customer transactions and interactions i.e. customer PO’s, delivery requirements, customer verbal communications, and customer complaints on H drive 

• Provide verbal quotes (Q1 and Q2) and entered into SFDC  

Conflict Management 

• Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner  

• Keeps customers informed of any issues of orders/deliveries 

• Attend trade shows to showcase knowledge of product and assist sales team 

• Keep SFDC administrator abreast of any problems within Salesforce (i.e., pricing discrepancies, etc.) 

Credit, Debit, RGA 

• Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved. 

• Researches deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue 

• Process credit applications for new or updated customer SAP accounts 

• Gather information for credit/debit memos and forward to customer service 

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/keyboarding skills 

• Strong basic math skills