Representative - Customer Service

SUMMARY
:
Westlake Royal Roofing Solutions is a national leader in durable roof systems and components. The Senior Call Center Representative provides customers with high quality services in a fast‑paced call center environment, managing inbound and outbound calls that include order pricing, freight quotes, technical support, customer complaints, delivery tracking, product availability, and e‑commerce requests.

• Structured Retirement Savings Plan with company match
• Quarterly Bonus Program
• Annual Incentive Bonus
• Fitness Reimbursement Program
• Employee Assistance Program
• Vacation Scholarship Program
• Training & Development

Comply with Westlake Safety Policies and Procedures. Service high volume inbound calls and initiate outbound calls to ensure customer inquiries are answered in a timely and accurate manner. The types of calls include:

• Order pricing and freight quotes
• Technical product support
• Customer complaints
• Delivery tracking
• Product availability
• Order changes and order blocks
• E‑Commerce/Westlake website
• Sample orders requests
• Prepare freight quotes and follow up accordingly

Accurately identify products to complete customer orders. Regularly work with sales to inform of all situations that may arise concerning customers. Support data entry/auditing with a high degree of accuracy and attention to detail. Routinely manage backorders and provide accurate updated information to customers. Assist customers with changes in orders by obtaining good dates and ensuring availability to customers and efficiency to supply chain and production operations.

Provide excellent customer service with organizational, written, and oral communication skills. Ensure all issues are properly analyzed, documented, logged, and resolved in a timely manner. Maintain customer records, reporting and correspondences. Enter accurate and detailed records of customer interactions and actions taken while on calls. Receive and place follow‑up telephone calls/emails. Contribute to team and department efforts to achieve metrics and related results.

Resolve routine to complex customer issues. Develop and maintain positive customer relations and internal relations to ensure customer requests and questions are handled appropriately and in a timely manner. Regular attendance, timeliness, and scheduling flexibility. Other customer/administrative duties as required.

• Strong computer skills: MS Office required; SAP knowledge and experience preferred
• Knowledge of fast‑paced call center environment preferred
• Positive attitude and ability to adapt to change
• Willingness to learn, be intuitive, resourceful, and coachable
• Teamwork and independent work skills
• Professional phone etiquette, superb listening, and critical thinking skills
• Exceptional verbal and written communication skills
• Problem‑solving ability
• Basic mathematical principles (addition, subtraction, multiplication, and division)
• Ability to work under pressure with composure and self‑control
• Read, write, interpret routine reports and procedure manuals
• Understanding of customer service role and business objectives

• High School Diploma or equivalent
• Bilingual preferred
• At least 1-2 years in a call center or customer service position
• Ability to multi‑task; minimum keyboard 30 wpm
• Knowledge/experience in building industry preferred
• Fast‑paced, team‑oriented environment experience preferred
• High volume call center experience preferred
• Experience in customer service or support with de‑escalation, empathy

• Prolonged sitting or stationary position
• Complete repetitive movements
• Lift/move/transport items up to 25 pounds

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