Customer Service Representative II
Westlake
full-time
Posted on:
Location Type: Hybrid
Location: Mississippi • Texas • United States
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Tech Stack
About the role
- Accept, enter and maintain orders in SAP.
- Understand and execute all types of order processing, like Consignment, Stock Transfers, Standard Orders, and Free of Charge Orders.
- Understand and utilize each plant’s scheduling process.
- Develop system understanding and ease of use in Salesforce, DocuSign, TMS, Bourque, Workday, Concur, ADP, Nitro, Microsoft Office, The Training Exchange, and Global VMI as required.
- Verify pricing & execute on DOA approvals as needed.
- Respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies.
- Process and maintain customer profiles as needed.
- Maintain knowledge of customer requirements, products, packaging.
- Create orders using optimal truck weights to ensure no fines, penalties or delays while shipping maximum quantity.
- Understand and correctly interpret Service and VMI agreements, including all retail customer contracts and requirements.
- Expedite hot or special orders as agreed upon with sales and supervisor.
- Scan/save order and order support documents.
- Maintain relationship with external warehouse/terminal management.
- For assigned external warehouse/terminal, balance inventory to SAP inventory monthly.
- Tender shipments for external warehouses/terminals, providing bills of lading and any other required documentation.
- Understand and correctly interpret Consignment agreements, including all retail customer contracts and requirements.
- Properly accept, log, manage and resolve customer and sales issues in a professional and empathetic manner.
- Address and correct customer service issues, forward issues to appropriate department, and conduct follow-ups to ensure overall customer satisfaction.
- Research deductions/short payments/credit disputes & communicate with customer in a professional and empathetic manner to resolve dispute/issue.
- Collaborate with related departments/teams to expedite orders and customer requests in a timely manner.
- Perform backorder coordination/shipping.
- Maintain customer records.
- Communicate any variations or schedule delays in customer orders in a timely manner.
- Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
- Implement 3% freight surcharge when applicable and communicate to customer prior to shipment.
- Maintain strong lines of communication with warehouses, shipping, and logistics to ensure seamless order processing and execution on standard and special/hot orders.
- Must maintain familiarity with both trucking and rail transportation processes.
- Must maintain familiarity with Canada Customs requirements.
Requirements
- High School diploma is required
- Bachelor’s degree is desired
- Must have a minimum of 5 years of practical customer service experience
- Must possess excellent communication skills
- Strong interpersonal and relationship management skills
- Should be experienced and comfortable in conflict resolution
- Should be able to multi-task and prioritize complex workload
- Some exposure to manufacturing industry is desired
- SAP and/or salesforce.com experience is a plus
- Good computer systems aptitude and solid PC/keyboarding skills
- Strong basic math skills are desired.
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order processingcustomer serviceconflict resolutioninventory managementbackorder coordinationfreight surcharge implementationpricing verificationcustomer profile maintenancedocument scanningdata entry
Soft Skills
communicationinterpersonal skillsrelationship managementmulti-taskingprioritizationempathyproblem-solvingcollaborationcustomer satisfactionprofessionalism