Client Support Specialist I

1 week ago

Lathrop, California, United States Westlake Services Full time
Join Our Team at Westlake Services

Westlake Services provides an opportunity to enhance your professional journey in a dynamic and entrepreneurial atmosphere. Our mission is to improve lives through our innovative products and our commitment to the communities we serve.

About Westlake Royal Roofing Solutions

As a prominent national leader in the roofing industry, we specialize in durable and sustainable roofing systems and components, including clay, composite, concrete, and steel. We are on the lookout for outstanding individuals to help elevate our roofing materials to new heights.

Key Responsibilities:
  • Adhere to Westlake's Safety Policies and Procedures.
  • Handle a high volume of inbound calls and initiate outbound calls to address customer inquiries promptly and accurately.
  • Manage various types of calls, including:
    • Pricing and freight inquiries
    • Technical product assistance
    • Customer feedback and complaints
    • Delivery tracking
    • Product availability inquiries
    • Order modifications and issues
    • Website and e-commerce support
    • Sample order requests
  • Collaborate with Sales to communicate customer-related situations effectively.
  • Support data entry and auditing tasks with precision and attention to detail.
  • Manage backorders and provide timely updates to customers.
  • Assist customers with order changes while ensuring availability and efficiency in supply chain operations.
  • Deliver exceptional customer service through strong organizational, written, and verbal communication skills.
  • Document and resolve issues in a timely manner.
  • Maintain accurate customer records and correspondence related to service functions.
  • Follow instructions in various formats effectively.
  • Record detailed interactions and actions taken during customer calls.
  • Conduct follow-up calls and emails to address routine customer inquiries.
  • Contribute to team efforts to meet performance metrics.
  • Resolve customer issues ranging from routine to complex.
  • Foster positive relationships with customers and internal teams.
  • Demonstrate regular attendance and flexibility in scheduling.
  • Perform other administrative duties as needed.
Required Skills and Qualifications:
  • Proficient in MS Office; experience with SAP is preferred.
  • Familiarity with a fast-paced call center environment is advantageous.
  • Maintain a positive attitude and adaptability to change.
  • Willingness to learn and be resourceful.
  • Ability to work collaboratively in a team and independently.
  • Strong phone etiquette and listening skills.
  • Excellent verbal and written communication abilities.
  • Problem-solving skills are essential.
  • Basic mathematical skills are required.
  • Ability to maintain composure under pressure.
  • Proficient in reading and interpreting various documents.
  • Understanding of customer service's role in achieving business objectives.
Education and Experience:
  • High School Diploma or equivalent.
  • Bilingual candidates are preferred.
  • 1-2 years of experience in a call center or customer service role.
  • Ability to multitask effectively.
  • Minimum typing speed of 30 wpm.
  • Experience in the building industry is a plus.
  • Experience in a high-volume call center is preferred.
  • Background in customer service with de-escalation skills is beneficial.
Physical Requirements:
  • Ability to sit for extended periods.
  • Capable of performing repetitive movements.
  • Ability to lift and transport items up to 25 pounds.

Westlake Services offers a competitive compensation package, reflecting the labor market across various regions. Our total compensation includes a comprehensive range of benefits.

Westlake is an Equal Opportunity Employer, and we encourage all qualified applicants to consider joining our team.

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