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About the Role
The Customer Service Representative is the primary point of contact with customers, ensuring an exceptional service experience by addressing inquiries, processing orders, and resolving issues promptly and professionally within the plastics manufacturing industry.
Responsibilities
- Respond to customer inquiries via phone, email, and other channels in a timely and professional manner.
- Provide accurate product information, including material specifications, pricing, lead times, and availability.
- Process customer orders accurately using the company’s ERP or order management system.
- Coordinate with production, inventory, and logistics teams to ensure timely order fulfillment.
- Communicate updates on order status, shipping details, and potential delays to customers.
- Address customer complaints or concerns and escalate complex issues to the appropriate department or manager.
- Work with quality assurance and production teams to resolve product discrepancies or quality concerns.
- Maintain detailed records of customer interactions, transactions, and feedback in the company’s CRM system.
- Prepare and analyze customer service metrics and reports as needed.
- Collaborate with the sales team to identify customer needs and opportunities for upselling or cross-selling.
- Partner with production and shipping teams to ensure accurate and efficient delivery of products.
- Willing to work crossover hours into EST occasionally.
- Identify opportunities to improve customer service processes and contribute to the development of best practices.
- Stay informed about industry trends, company products, and manufacturing processes to better serve customers.
Requirements
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- Minimum 3 years of customer service experience, preferably in a manufacturing or industrial setting.
- Familiarity with plastics manufacturing or a related industry is highly preferred.
- Ability to sit at a workstation and use a computer for extended periods.
- Occasionally lift or move materials weighing up to twenty pounds.
Skills
- Excellent verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Proficiency in using CRM software, ERP systems, and Microsoft Office Suite (Excel, Word, Outlook).
- Problem-solving skills with the ability to manage multiple tasks simultaneously.
Location
- Midwest/Western region of the country
Work Type
- Full-time
- Remote
Experience Level
- Minimum 3 years of customer service experience
Education Level
- High school diploma or equivalent
- Associate or bachelor’s degree preferred
Salary/Compensations
- $50,000 annually, negotiable with industry experience.
Benefits
- Medical
- Dental
- Prescription
- Vision
- PTO
- Paid vacation
- Nine paid holidays
- Birthday off
- Employer matched 401K
About the Company
- Westlake Plastics is a world-leading manufacturer in extrusion and compression molding technologies of high-performance thermoplastics.
- Close collaboration with our customers and new product development have been the hallmarks as we celebrate 75 years of success.