Customer Service Representative - Westlake

• 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.

• 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.

• 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).
• 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.
• 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.

• 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.
• 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.

• Prolong sitting or in stationary position.
• Complete repetitive movements.
• Lift/move/transport items up to 25 pounds.

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®.