Customer Service Representative

5 days ago

Calgary, Canada Westlake Pipe & Fittings Full time

**SUMMARY**

Under the supervision of the Customer Service Supervisor, the Customer Service Rep is accountable for establishing a strong customer relationship - based on trust and responsiveness. The CSR will accurately process customer orders in an efficient manner to ensure customer demands are met, manage customer complaints and issues and be empowered to resolve issues in a timely and professional manner.

**DUTIES AND RESPONSIBILITIES**

May include, but are not limited to, the following:

- Verify orders to ensure pricing, products, footage and ship to address are correct
- Calculate % of products per line in determining Truck Load percentage and later create deliveries for released orders by calculating truck loads.
- Check stock and/or line time availability
- Verify all POs migrated by Independent Reps for accuracy & make any necessary changes according to the customer PO. Advise customer and/or Rep of changes if any
- Understand and correctly interpret Service Level Agreement for customer and sales team, including all retail customer contracts and requirements
- Communicate with Reps/Customers to obtain T/L fills and B/O releases
- Send weekly open order reports to all Reps
- Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner
- Keeps customers informed of any issues of orders/deliveries
- Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
- Research deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue

**EDUCATION, EXPERIENCE AND QUALIFICATIONS**
- Formal education such as a Bachelor’s degree or certifications or 1-3 years of practical customer service/order entry.
- Strong interpersonal and relationship management skills
- Experience and comfortable in conflict resolution
- Ability to multi-task
- Good systems aptitude and solid PC/keyboarding skills
- Strong basic math skills

**PHYSICAL DEMANDS**

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch.

**WORK ENVIRONMENT**

The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required.

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