Customer Service Representative

Description

Customer Service Representative

Department: Sales/Customer Service

Reports To: Customer Service Manager

Westlake Plastics Company in Lenni PA, 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 of our 71 years of success.

Position Summary

The Customer Service Representative is the primary point of contact for customers, ensuring an 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.

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.
• 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 2 years of customer service experience, preferably in a manufacturing or industrial setting.
• Familiarity with plastics manufacturing or a related industry is a plus.
• 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

• This role is primarily office-based, with occasional visits to the production floor or warehouse as needed.
  
  

Compensation

• Salary: $45,000 - $50,000 annually, commensurate with experience.
• Additional benefits include medical, dental, prescription and vision), PTO, paid vacation, nine paid holidays, as well as your birthday off and employer matched 401K.
  
  

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
  
  

Shift

• Day shift
  
  

People with a criminal record are encouraged to apply

Education

• High school or equivalent (Preferred)
  
  

Experience

• Customer service: 2 years (Required)
• Salesforce: 1 year (Required)
  
  

Location:

• Lenni, PA 19052 (Preferred)
  
  

Ability To Commute

• Lenni, PA 19052 (Required)
  
  

Ability To Relocate

• Lenni, PA 19052: Relocate before starting work (Required)
  
  

Work Location: In person