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Representative I-Customer Service in Houston, TX at North American Pipe & Westech

Date Posted: 7/19/2018

Job Snapshot

Job Description


Under the supervision of the Customer Service Supervisor, the Customer Service Rep is responsible for establishing a strong customer relationship based on trust and responsiveness.  The CSR will accurately process customer orders in an efficient manner and timely manner, manage customer issues and/or complaints and be empowered to resolve issues professionally, ensuring customer needs are met and an excellent customer experience is achieved.


Order Entry

Accept and enter in SAP and/or SFDC

  • Order is received via Electronic Data Interface or email
  • Verify pricing & execute on DOA approvals as required 
  • CSR enters order
  • Monitor approval status
  • Migrate to SAP once approved
  • Verifies pricing, products, footage and updates ship to address to match PO from customer
  • Determine delivery status
  • Manually calculate percentages of products per line in determining truck load
  • Check stock availability 
  • Verify all POs entered/migrated by Independent Reps for accuracy; make necessary changes, if any.
  • Understands and correctly interprets Service Level Agreement for Customer and Sales team, including all retail customer contracts and requirements
  • Understands and executes all types of order processing; EDI, fax-to-EDI and web-to-EDI
  • Scans/saves order and supporting documents
  • Maintains records of Customer transactions and interactions i.e. customer PO’s, delivery requirements, Customer verbal communications, and Customer complaints on H: drive

Order Maintenance

  • Schedule and maintain orders in SAP and SFDC
  • Create deliveries for released orders by calculating truck loads
    • Verify truck weights and/or cubic feet to ensure no fines, penalties or delays
    • Verify product availability.
    • Communicate with Planners on a daily basis
    • Notify Sales Rep or Customer of any delays in shipments
    • Communicate with Shipping and customer concerning issues of truck availability and/or delivery location issues
    • Expedites hot or special orders as agreed upon with Sales, Customer and Supervisor
    • Respond to inquiries via email or phone, e.g. inventory availability, production schedule, technical questions, products and policies
    • Coordinate with Shipping to build efficient loads and schedules for pool trucks
    • Perform backorder coordination/shipping
    • Communicate any variations or schedule delays in a timely manner
    • Provide Proof of Delivery (POD) and invoices to Customers as required
    • Retrieve PODs via Transportation Management System (TMS)
    • Maintain records of Customer interaction in SFDC – Voice of Customer (VOC)
    • Managing the status of open orders/backorders
  • Communicating with Reps/Customers to obtain T/L fills and B/O releases
  • Run daily Order Edit report
  • Send weekly Open Order reports to all Reps
  • Maintain Post Goods Issue (PGI) dates to keep deliveries for shipping accurate     
  • Issue and follow-up on Non-Cancelable letters for non-stocking items
  • Collaborate with cross-functional teams to expedite or troubleshoot orders
  • Coordinate with
    • Planners
    • Sales Manager/Representative
    • Credit Manager
    • Administrator
  • Cross trains to another region or business to become proficient in all aspects of the service center.
  • Provide verbal quotes (Q1 and Q2) and enter into SFDC

Conflict Management/Other Duties:

  • Properly accepts, logs, manages and resolves customer issues in a professional and empathetic manner
  • Keeps customers informed of any issues on orders/deliveries
  • Attend trade shows to assist sales team (occasional, as requested)
  • Keep SFDC administrator abreast of any problems within Salesforce (i.e., pricing discrepancies, etc.)
  • Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
  • Researches deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue
  • Process credit applications for new or updated customer SAP accounts
  • Gather information for credit/debit memos and forward to Supervisor


Strong current SAP experience Strong interpersonal and relationship management skills Ability to interact effectively with customers via phone  Ability to multi-task in a fast-paced work environment Experience in and comfortable with conflict resolution Strong basic math skills Good systems aptitude and solid PC/keyboarding skills Formal education such as a Bachelor’s degree or certifications or 5+ years of practical customer service/order entry experience


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to sit.  The employee is frequently required to walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand.  The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds.  Any lifting in excess of 25 pounds requires assistance from another employee.   Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.


The noise level in the work environment is usually moderate.  Setting is in an office with potential for exposure to manufacturing facility environment on a limited basis.  An ability to handle potentially stressful situations caused by the assignment of multiple projects with aggressive completion deadlines is a requirement of this position.


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