Representative I - Customer Service

About the role

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. Why choose Royal Roofing Solutions? Competitive Benefits Package Structured Retirement Savings Plan plus Company match Quarterly Bonus Program Annual Incentive Bonus Fitness Reimbursement Program Employee Assistance Program Vacation Scholarship Program Training & Development 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: 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 the ability to perform 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, relating to customer service functions. Understand, interpret, and carry out instructions furnished in written, oral, and diagram form. Enter accurate and detailed records of customer interactions and actions taken while on calls. Receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature. Contribute to team and department efforts to achieve metrics and related results. Resolve routine to complex customer issues. Develop and maintain positive customer relations as well as 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. KNOWLEDGE, SKILLS, AND ABILITIES An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Strong computer skills: MS Office required; SAP knowledge and experience (Preferred) Knowledge of fast-paced call center environment (Preferred) Maintain a positive attitude along with the ability to adapt to change Possess a genuine willingness to learn, be intuitive, resourceful and be coachable Ability to work well with other employees as a team and independently Ability to work in a fast-paced, self-directed environment Professional phone etiquette and superb listening and critical thinking skills Exceptional verbal and written communication skills Ability to identify and solve problems when required Possess basic mathematical principles (i.e., addition, subtraction, multiplication, and division) Must have ability to work under pressure with composure and self-control Ability to read, write, and interpret documents such as routine reports, correspondences, safety rules, operating and maintenance instructions, and procedure manuals. Understanding of the role of Customer Service and its relation to meeting day to day business objectives EDUCATION AND/OR EXPERIENCE High School Diploma or equivalent Bilingual (Preferred) At least 1-2 years in a Call Center or Customer Service position Must have ability to multi-task Minimum keyboard 30 wpm Knowledge/experience in building industry (Preferred) Experience in a fast paced, team-oriented environment (Preferred) High volume call center experience (Preferred) Experience in customer service or support with the ability to de-escalate customers with understanding and compassion. ESSENTIAL PHYSICAL REQUIREMENTS/WORK ENVIRONMENT The employee should possess the ability to: Prolong sitting or in stationary position Complete repetitive movements Lift/move/transport items up to 25 pounds This is not necessarily an all-inclusive list of job-related respons