Customer Service Representative

Description

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.

Westlake Plastics offers a competitive salary for this full-time remote opportunity. Our employees receive benefits (medical, dental, prescription and vision), PTO, paid vacation, as well as your birthday off and employer matched 401K.

Position Summary

The Customer Service Representative in the Midwest/Western region is the primary point of contact with customers, ensuring exceptional service experience by addressing inquiries, processing orders, and resolving issues promptly and professionally. This role requires strong communication skills, attention to detail, and the ability to navigate the unique requirements of the plastics manufacturing industry. Hours of support needed include: equivalent to 9:00 AM to 6:00 PM or 10:00 AM to 7:00 PM Eastern Time

Key Responsibilities

• Customer Interaction:
• 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.
• Order Management:
• 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.
• Issue Resolution:
• 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.
• Documentation and Reporting:
• 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.
• Cross-Functional Collaboration:
• 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
• Continuous Improvement:
• 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

Qualifications

• Education: High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience:
• 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.
• 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.

Physical Requirements

• Ability to sit at a workstation and use a computer for  extended periods.
• Occasionally lift or move materials weighing up to  twenty pounds.

Work Environment

• Remote from Midwest/Western region of the country

Compensation

• Salary: $50,000 annually, negotiable with industry xperience.
• Additional benefits include medical, dental, prescription and vision), PTO, paid vacation, nine paid holidays, as well      as your birthday  off and employer matched 401K.