Representative I-Customer Service

Representative I-Customer Service

Requirements

• 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
• High School Diploma or equivalent
• At least 1-2 years in a Call Center or Customer Service position
• Must have ability to multi-task
• Minimum keyboard 30 wpm

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.
• 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

Preferred Qualifications

• SAP knowledge and experience (Preferred)
• Knowledge of fast-paced call center environment (Preferred)
• Bilingual (Preferred)
• 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.