Customer Service Representative

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.

We are looking for a Customer Service Representative to join our Team !

What will you do?

This Customer Service Representative position will focus on positive experiences for customers in accordance with standard operating procedures while acting as a customer liaison to fulfill orders and resolve all issues with accuracy and professionalism.

All Customer Service Representative positions are required to work on location in Reno, Ohio M-F from 8 AM-5 PM.

What Does Westlake Dimex offer to employees?

• Exciting and dynamic environment with plenty of opportunity for career growth

• Competitive pay

• Quarterly and Annual bonus programs

• Day 1 benefits: Medical, dental, vision

• Life insurance and optional life and dependent insurance

• Short- and long-term disability

• Matching 401K with an annual retirement contribution

• Employee Assistance Program (EAP)

• Caregiver and Paternal Leave

• Scholarship program for dependents

• Tuition Reimbursement

• and MORE!

If this role sounds like a fit for you - don't hesitate, apply today!

SUMMARY

The Customer Service Representative will focus on positive experiences for customers in accordance with Dimex standard operating procedures. The employee in this position will act as a customer liaison to fulfill orders and resolve all issues with accuracy and professionalism.

DUTIES AND RESPONSIBILITIES

• Maintain Dimex's reputation as a customer service-oriented organization.
• Single point of contact for Customers and Sales Team.
• Strong emphasis on data entry and typing skills to enter orders quickly and efficiently, provide tracking information or complete other correspondence with customers.
• Build positive relationships with customers via phone, email, and in-person.
• Support and execute the sales workflow - from Customer Purchase Order to Bill of Lading - in accordance with Dimex standard operating procedures and guidance from supervisor.
• Work closely with the Shipping, Inventory, Operations, and Production teams to ensure orders are shipped complete and on time.
• Execute customer service processes for Dimex's Finished Goods Division.
• Issue Debit/Credit memos.
• New Customer set up in Dimex Systems including assisting with credit applications.
• Quote and manage freight for designated accounts.
• Maintain and utilize customer account databases and relevant systems, including customer web portals.
• Support customer inquiries; advise on available products.
• Act as a liaison to customers for complaints/issues; escalate issues via proper channels when needed; document customer complaint details and review with relevant Sales Manager and/or Quality control as needed.
• Identify areas for improvement within current operating procedures.
• Willingness to work a flexible schedule and overtime when needed.
• Stay informed of new and changing products and their specifications.
• Communicate changes in customer requirements to the Supervisor and Sales Manager.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High school diploma required.
• Additional education or training in administrative/office related subjects is a plus.

• 5+ years' experience in Customer Service/Inside Sales in a manufacturing environment is preferred.

• Excellent efficient/effective communication skills with all levels of the organization and externally.
• Creates an environment that encourages teamwork and collaboration, both internally and externally.
• Adheres to the highest ethical conduct.
• Ability to execute effectively within a fast-paced environment.
• Have a high level of comfort with changing procedures.
• Proficient with MS Office Suite.
• Ability to quickly learn customized computer programs and to efficiently perform data entry tasks.

Required Behavioral Skills

• Personal Leadership - Leads by envisioning the future, engaging others, energizing people, and enabling self and others to develop and execute plans to deliver strategy.
• Builds Partnerships - Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals.
• Coaches - Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Contributes to Team Success - Actively participates as a member of a team to move the team toward the completion of goals.
• Gains Commitment - Uses appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifies one's own behavior to accommodate tasks, situations, and individuals involved. Charisma to take on difficult issues and hold people accountable without being offensive.
• Initiates Action - Takes prompt action to accomplish objectives; takes action to achieve goals beyond what is required; is proactive.
• Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks; self imposes standards of excellence rather than having standards imposed.

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. Travel including air travel or auto travel may occasionally be required.

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

If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here.You will apply via the Jobs Hub application in Workday.