Representative II – CX Operations

Westlake•Houston, TX

About The Position

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate. SUMMARY This position is responsible for providing high quality customer service to global Polyethylene customers. Clear communication internally and externally, a team focus, and appropriate sense of urgency are critical to success in this role. DUTIES AND RESPONSIBILITIES May include, but are not limited to, the following: Work under the direction of the Team Lead and Supervisor on a daily basis to execute customer purchase orders and resolve issues that arise. Coordinate CSR Operations activities for a variety of regional and global customers. Ensure orders are accurately processed in a timely manner and product delivery is completed on time. Perform root cause analysis on failures with appropriate escalation in order to correct the situation and to avoid issues in the future. Provide high quality customer interactions across multiple channels, and proactively communicate information relative to customer needs. Coordinate with Sales Support and Sales to respond to customer inquiries, confirm forecasts, and maintain customer master data and profiles. Liaise cross-functionally and with third party vendors to confirm product availability, schedules, shipment status, credit status, and other activities critical to on-time and low-cost shipment and delivery. Coordinate all documentation on export and domestic orders. Coordinate emergency shipments to meet customer needs. Review customer credit status with credit analyst to prevent shipments to customers who are credit risks. Proactively monitor the movement of shipments by rail, truck, ocean, and air, and provide updates or reports to meet customer and internal needs. Participate in customer complaint investigation and resolution. Contribute to development and improvement of work processes and procedures that support the company and departmental standards, procedures, and strategic directives. Ensure all departmental processes are followed and escalate to Team Lead when appropriate. Participate in projects that are important to area/process improvements. Comply with all Company policies and procedures. Fully support Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams. Any additional responsibilities or tasks as assigned.

Requirements

Bachelor’s Degree preferred, with 3 years of customer service and/or marketing experience required.
Self-starter, team-minded, and detail-oriented.
Experience in data gathering and analysis/evaluation.
Strong written & verbal communications skills are required.
Must be able to work in a pressured environment with rigid deadlines, and be willing to work overtime when required.
Experience in Excel, PowerPoint, Word required, and familiar with SAP, Salesforce, ERP, and CRM systems.

Responsibilities

Work under the direction of the Team Lead and Supervisor on a daily basis to execute customer purchase orders and resolve issues that arise.
Coordinate CSR Operations activities for a variety of regional and global customers.
Ensure orders are accurately processed in a timely manner and product delivery is completed on time.
Perform root cause analysis on failures with appropriate escalation in order to correct the situation and to avoid issues in the future.
Provide high quality customer interactions across multiple channels, and proactively communicate information relative to customer needs.
Coordinate with Sales Support and Sales to respond to customer inquiries, confirm forecasts, and maintain customer master data and profiles.
Liaise cross-functionally and with third party vendors to confirm product availability, schedules, shipment status, credit status, and other activities critical to on-time and low-cost shipment and delivery.
Coordinate all documentation on export and domestic orders.
Coordinate emergency shipments to meet customer needs.
Review customer credit status with credit analyst to prevent shipments to customers who are credit risks.
Proactively monitor the movement of shipments by rail, truck, ocean, and air, and provide updates or reports to meet customer and internal needs.
Participate in customer complaint investigation and resolution.
Contribute to development and improvement of work processes and procedures that support the company and departmental standards, procedures, and strategic directives.
Ensure all departmental processes are followed and escalate to Team Lead when appropriate.
Participate in projects that are important to area/process improvements.
Comply with all Company policies and procedures.
Fully support Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
Any additional responsibilities or tasks as assigned.