Inside Sales Representative II - Pipe & Fittings

Westlake Pipe & Fittings, a Westlake company (NYSE:

WLK), is the second-largest polyvinyl chloride pipe and fittings manufacturer in North America. Westlake Pipe & Fittings supplies gasketed, solvent weld and restrained joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok® spline-lock technology and product systems that are focused on building A Better Foundation™.

To learn more, visit the website at

• Benefits Day 1!
• 401k:
  The Company will match your contributions up to a certain percentage.
• Quarterly Bonus Programs
• Fitness Reimbursement Program:
  The Company will reimburse up to 50%.
• Tuition Reimbursement Program
• Employee Assistance Program
• Vacation
• Scholarship Program
• Training & Development - Access to multiple platforms of learning (online, in person, 3rd party training institutions)
• Community Relations - We support and encourage our employees to volunteer their time and efforts in worthwhile causes and donate funds to assist various groups

Under the supervision of the Customer Service Supervisor, the Inside Sales/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.

Order Entry

• Process received orders to ensure accuracy and entry in to SAP/SFDC
• Good understanding of various order processing (EDI, fax-to-EDI, web-to-EDI)
• 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
• Understands and correctly interprets Service Level Agreement for customer and sales team, including all retail customer contracts and requirements

Order Maintenance

• Schedule and Maintain orders in SAP and SFDC
• Create deliveries for released orders by calculating truck loads
• Respond to inquiries via email or phone, e.g. inventory availability, production schedule, technical questions, products and policies
• Coordinate with Shipping to build efficient loads and schedules for pool trucks
• Maintain records of customer interaction, in SFDC – Voice of Customer (VOC)
• Managing the status of open orders/backorders
• Communicating with Reps/Customers to obtain T/L fills and B/O releases
• Run daily Order Edit
• Send weekly open order reports to all Reps
• Coordinate with Planners, Sales Manager/Representative, Credit Manager,  Administrator
• Provide verbal quotes (Q1 and Q2) and entered into SFDC

Conflict Management

• 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
• Attend trade shows to showcase knowledge of product and assist sales team
• Keep SFDC administrator abreast of any problems within Salesforce (i.e., pricing discrepancies, etc.)

Credit, Debit, RGA

• Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
• Researches deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue
• Process credit applications for new or updated customer SAP accounts
• Gather information for credit/debit memos and forward to customer service

• Formal education such as a Bachelor’s degree or certifications, or 3+ years of inside sales/customer service/order entry experience in a manufacturing or distribution environment
• Pipe & Fittings or PVF experience preferred
• SAP S/4 Hana hands on experience a big plus
• 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
• This role is fully…