Westlake Royal Roofing Solutions is a recognized, national leader in durable and sustainable clay, composite, concrete, and steel roof systems and components. We are seeking exceptional performers to continue to take roofing materials to the next level. The function of this position is to provide customers with high quality services in a fast-paced, call center environment

Essential Duties and Responsibilities

• Comply with Westlake Safety Policies and Procedures

• Service high volume inbound calls and initiating outbound calls to ensure that customer inquiries are answered in a timely and accurate manner.

The types of calls include:

• pricing and freight quotes
• product support
• complaints
• tracking
• availability
• changes and order blocks
• Website
• orders requests
• freight quotes and follow up accordingly.
• identify products to complete customer orders.
• work with Sales to inform of all situations that may arise concerning customers
• data entry/auditing with the ability to perform with a high degree of accuracy and attention to detail.
• manage backorders and provide accurate updated information to customers.
• customers with changes in orders by obtaining good dates and ensuring availability to customers and efficiency to supply chain and production operations.
• excellent customer service with organizational, written, and oral communication skills.
• all issues are properly analyzed, documented, logged, and resolved in a timely manner.
• customer records, reporting and correspondences, relating to customer service functions.
• interpret, and carry out instructions furnished in written, oral, and diagram form.
• accurate and detailed records of customer interactions and actions taken while on calls.
• and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
• to team and department efforts to achieve metrics and related results.
• routine to complex customer issues.
• and maintain positive customer relations as well as internal relations to ensure customer requests and questions are handled appropriately and in a timely manner.
• attendance, timeliness, and scheduling flexibility.
• customer/administrative duties as required.

Knowledge, Skills and Abilities

• individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• computer skills: MS Office required; SAP knowledge and experience (Preferred)
• of fast-paced call center environment (Preferred)
• a positive attitude along with the ability to adapt to change
• a genuine willingness to learn, be intuitive, resourceful and be coachable
• to work well with other employees as a team and independently
• to work in a fast-paced, self-directed environment
• phone etiquette and superb listening and critical thinking skills
• verbal and written communication skills
• to identify and solve problems when required
• basic mathematical principles (i.e., addition, subtraction, multiplication, and division)
• have ability to work under pressure with composure and self-control
• to read, write, and interpret documents such as routine reports, correspondences, safety rules, operating and maintenance instructions, and procedure manuals.
• of the role of Customer Service and its relation to meeting day to day business objectives

Education and/or experience

• School Diploma or equivalent
• (Preferred)
• least 1-2 years in a Call Center or Customer Service position
• have ability to multi-task
• keyboard 30 wpm
• in building industry (Preferred)
• in a fast paced, team-oriented environment (Preferred)
• volume call center experience (Preferred)
• in customer service or support with the ability to de-escalate customers with understanding and compassion.

Essential Physical Requirements/ Work Environment

• sitting or in stationary position
• repetitive movements
• items up to 25 pounds

Our compensation reflects the cost of labor across several US markets. The base pay range for this position is $49,000 to $50,960. This range is based on relevant market data in our lowest and highest geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, experience and skillset. Westlake is a total compensation company. Dependent on the position offered, sign on payments, and other forms of compensation may be provided as part of a total compensation package (also to include a full range of medical and other benefits).

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities or may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.