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Associate - Customer Service in British Columbia at Westlake Chemical

Date Posted: 5/10/2018

Job Snapshot

Job Description

CUSTOMER SERVICE REPRESENTATIVE


            Reports to: Supervisor-Customer Service (Western Canada)


The Customer Service Representative is the primary point of contact in providing service excellence to our customers.  


A.         Duties and Responsibilities


1.         Occupational Health and Safety

  • Wears appropriate personal protective equipment when in the warehouse or yard (i.e. steel toes and a high-visibility vest)
  • Complies with the B.C. Workers Compensation Act as it relates to duties of workers.
  • Reports all incidents, accidents and /or hazards.
  • Complies with the Health and Safety rules, policies and procedures of the division.

2.         Employee Relations

  • Complies with and promotes behaviour in accordance with Westlake policies on Code of Conduct and B.C. Workplace Policy Against Harassment/Discrimination policies
  • Complies with other divisional policies and guidelines as distributed on bulletin boards/e-mail
  • Participates actively in annual employee performance management process, including mid-term reviews in order to improve professional expertise and job function.
  • Provides and/or participate in training and self-development projects, as identified in performance management process.
  • Performs other duties as assigned by supervisor.

3.         Customer Service Responsibilities

  • Accurately manages the order entry process in JDE as it relates to price, terms of sale, product, quantities, shipping destination and customer’s special instructions etc.
  • Ensures SOx compliance process are followed and necessary documents are verified and kept on file as needed
  • Works with internal supply chain departments in a proactive manner in order to keep customers updated as to their order status if changes occur
  • Maintains system accuracy on all sales orders and back orders to reflect reality of ship dates and, if changes occur, enters appropriate reason code
  • Co-ordinates returned goods from customer with Sales Representatives approvals
  • Completes all product returns or invoice adjustments in a timely manner ensuring accurate reason codes are applied in JDE Maintains daily contact with Territory Sales Representatives regarding price enquires, discrepancies on customer’s purchase orders and update on customer order status, etc.



B.         Required Qualifications, Skills and Abilities

  • Minimum 3 years’ customer service experience, preferably in a manufacturing environment
  • Customer-focused with excellent communication and problem solving skills.
  • Requires exceptional degree of tact and empathy to resolve customer concerns in relationship-strengthening fashion
  • Strong team player with high degree of urgency with the ability to multi- task plan and prioritize.
  • Requires computer literacy with expert proficiency in JDE or other mainline ERP (e.g.: SAP), MS Outlook, Excel, Word and Access. 
  • Post-secondary education in business management or equivalent field of study.  Diplomas and/or degrees in sales or marketing are preferred