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SalaryJOB SUMMARY
The Lead Customer Service Representative is responsible for providing excellent Customer Service to all Westlake Roofing customers. Provide support and guidance to Customer Service Representatives. Perform special projects and support Customer Service Manager as needed in addition to daily responsibilities.
ESSENTIAL FUNCTIONS:
- Comply with Westlake Safety Policies and Procedures
- Regular attendance, timeliness and scheduling flexibility
- Servicing inbound and initiating outbound Customer Service calls to ensure that customer inquiries are answered in a timely, accurate and perceived as superior manner, by Westlake customer base. The types of calls include:
- Order Pricing and quotes
- Technical product support
- Customer Complaints
- Deliveries
- Product availability
- Order changes
- E-Commerce/Westlake Website
- Sample orders
- Assist other employees in the Customer Service Department
- Maintenance of customer orders which include daily contact with distributors/roofers to update and maintain customer’s PO’s with accurate information and order entry of Customer PO’s.
- Ensures that orders are entered within company specifications for timeliness and quality.
- Interacts with the customer to resolve any questions about orders received to ensure that we enter the orders promptly and accurately.
- Assists with the training of all new Customer Service personnel on the order entry process, learning objectives, and improvement that support overall Customer Service Order Entry Objectives.
- Assist management with monthly department metrics
- Contribute to team and department efforts to achieve metrics and related results
- Assist customers with changes in orders by obtaining good dates and ensuring optimum availability to customers and efficiency to supply chain and production operations
- Input customer sample orders within company guidelines
- Responsible for some of the more unique and complex tasks within job function, larger volume markets and/or high-profile customers
- Collaborates with management on execution of new hire training and general assistance with entry level Customer Service representatives.
- Communicate effectively and tactfully with Westlake customers and employees
- Perform all other duties as directed by the Customer Service Manager / Director of Customer Service to support and maximize customer satisfaction
KNOWLEDGE, SKILLS AND ABILITIES
The employee should hold the following abilities:
- Excellent leadership skills and demonstrated ability to effectively manage and motivate staff
- Organizational competencies and project management skills to keep projects, processes, and the entire team on track
- Self-motivated attitude with the ability to multitask and thrive in a timeline-driven environment
- Interpersonal communication skills with expertise in distilling complicated topics to a broader audience
- Possess the necessary skills to complete effective practical analysis
- Ability to manage difficult and complex tasks within tight time frames
- Proven strong communication skills with all levels of employees and management
- Ability to perform special projects as needed in addition to daily responsibilities
- Knowledge of Business Operating Systems; Internet software, Microsoft Word, and Excel
EDUCATION AND/OR EXPERIENCE
The employee should have the following:
- One year certificate from college or technical school preferred
- 3-5 years experience in functional role
ESSENTIAL PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
The employee should possess the ability to:
- Prolong standing or in a stationary position
- Complete repetitive movements, such as typing
- Ability to move or traverse about the facilities
- Must be able to ascend/descend stairs or ladders
- While performing the duties of this job, the employee must be able to work in an office environment and occasionally work extended or irregular hours. This position will work closely with others in addition to working alone
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities or may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Our compensation reflects the cost of labor across several US markets. The base pay range for this position is $54,000 to $70,000. This range is based on relevant market data in our lowest and highest geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, experience and skillset. Westlake is a total compensation company. Dependent on the position offered, sign on payments, and other forms of compensation may be provided as part of a total compensation package (also to include a full range of medical and other benefits).
