What are the responsibilities and job description for the Customer Service Representative position at Westlake Royal Building Products?
SUMMARY
Responsible for processing and tracking customer orders received via fax or email. Partners with internal departments to manage customer shipments and delivery schedules. Handles all escalated customer inquiries regarding shipment tracking, shortages, overages, quality, etc. Develops documentation and maintains files in accordance with SOX compliance and departmental policies.
DUTIES AND RESPONSIBILITIES
May include, but are not limited to, the following:
- Accurately manages order processing in JDE, product, quantity, shipping, special instructions, etc.
- Handles complex order issues according to department guidelines.
- Develops documentation for sales orders.
- Maintains system accuracy on sales orders to reflect realistic ship dates.
- Partners with internal supply chain departments to manage existing customer orders and ensure their expectations are met.
- accurate reason codes are applied in JDE and appropriate forms are completed in compliance with department policy.
- Maintains daily contact with Sales Representatives regarding pricing inquires, discrepancies, and status updates.
- Ensures SOX compliance processes are followed and necessary documents are verified and filed.
- May coordinate truck deliveries for certain locations with Traffic department.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
- Business Management degree or equivalent required.
- Degree in sales or marketing preferred.
- 5 years customer service experience preferably in a manufacturing environment.
- JDE or other main line ERP such as SAP
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required.
