Customer Service Representative at Westlake

Toledo, Ohio, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

ManufacturingIndustries

Requirements

College Degree or equivalent experience
3 years customer service experience preferably in a manufacturing environment
SAP or other main line ERP such as JDE
Strong computer skills: Excel, Word, Outlook
Strong team player who can maintain a positive attitude, conduct open communication with teammates and can adapt to change
Ability to sit, stand, walk, use hands to touch, handle, or feel; reach with hands and arms; talk or hear; occasionally stoop, kneel, or crouch; lift and/or move up to 10 pounds regularly, 25 pounds frequently, and 50 pounds occasionally
Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Responsibilities

Service inbound call center, managing team email box, processing, and tracking customer orders
Partner with internal departments to manage customer shipments, returns, claims, availability, etc
Handle escalated customer inquiries regarding shipment tracking, shortages, overages, quality, etc
Assist customers with E-Commerce site issues, training and building trucks
Develop documentation and maintain files in accordance with SOX compliance and departmental policies
Accurately manage order processing in SAP, including product, quantity, shipping, special instructions, etc
Utilize SAP to provide product availability, delivery/shipment creation, reporting, etc
Service inbound call center pertaining to customer orders, inquiries, status updates, ready dates, product inquiries/availability, lead-times, and service complaints
Manage customer service team email box, responding to emails pertaining to customer/sales inquiries, order status, order changes and availability
Assist with e-commerce site customer training, site issues and problem resolution
Partner with internal supply chain departments to manage existing customer orders and ensure expectations are met
Support the plants and warehouses with customer truck issues, order deviations and any other issues
Maintain contact with Sales Representatives of situations concerning customer orders and service issues
Provide world class customer service with phone, organizational, written, and oral communication skills
Contribute to team and individual efforts to achieve required metrics and related results
Develop and maintain positive customer and internal relations
Ensure SOX compliance processes are followed, and necessary documents are verified and attached in SAP