Customer Service Representative

3 weeks ago

Woodbridge, Canada Westlake Royal Building Products Full time

**SUMMARY**

Supporting all of Royal Exterior Brands, The Customer Care Representative will be the first point of Contact for end user inquiries and after sales issues (Including Warranty claims, level 1’ technical inquiries, Marketing initiative support and other general Consumer Inquiries).

The role requires a high level of competency in core tasks as well as an ability to manage priorities and achieve expected deliverables in order to support its multi-functional requirements. One of the key elements of this role is the support it provides in facilitating an environment that can support multi-function projects or initiatives.

**THIS ROLE REQUIRES PROFICIENCY IN ENGLISH AND FRENCH**

**DUTIES AND RESPONSIBILITIES**
- May include, but are not limited to, the following:_
- Answer Level 1 technical Inquiries (e.g. installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate.
- Review and analyze customer warranty repair requests/claims to ensure compliance to warranty SOPS and other guidelines.
- Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
- Accurately manage Warranty credit order processing in JDE as it relates to pricing, product and Quantity for all Royal Exteriors Warranty claims.
- Participate in Warranty credit audit entries and credit release.
- Contractor vendor set up in coordination with the Business Service Group.
- Coordinate Cheque and ACH payments with the Accounting Team for all warranty settlement or/labour payments, to ensure swift and smooth processing.
- Update and maintain Customer Care SOP Documents.
- Support Management in Training and Developing Customer Service reps where possible.
- Support the ongoing E-Warranty Project with testing, troubleshooting and reporting issues.
- Log and update customer care requests in Salesforce Data Base.
- Update and maintain warranty Data in the Salesforce E-Warranty System.
- Update and maintain a variety of reports for management and departments use.
- Perform other related duties as required.

**EDUCATION, EXPERIENCE AND QUALIFICATIONS**
- Business Management degree or equivalent required.
- Degree in sales or marketing preferred.
- 8+ years customer service experience preferably in a manufacturing environment.
- JDE or other main line ERP such as SAP.
- Proficiency with Windows based software (specifically Excel, Word and PowerPoint) required.
- Ability to research/resolve problems or issues in a timely manner.
- Ability to work independently to resolve issues or problems on a day-to-day basis.
- **Ability to work in both official languages French & English (oral & written)**:

- Strong communication skills (verbal and written).
- Westlake Canada Inc. and Westlake Chemical Canada Inc., both affiliates of Westlake Corporation, are proud to offer equal employment opportunities to qualified applicants and to succeed as members of our team regardless of race, religion, color, national origin, ancestry, disability, genetic information, marital status, gender, gender identity, sexual orientation, age, veteran status, or any other characteristic protected by law._

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