Customer Service Analyst

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.

Westlake Pipe & Fittings, a Westlake division (NYSE:WLK), is one of the largest polyvinyl chloride pipe and fittings manufacturer in North America. With 23 manufacturing and distribution locations, the company 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 WestlakePipe.com and follow us on LinkedIn and Facebook.

We are seeking a motivated and customer-focused Customer Service Analyst to support our manufacturing sales operations.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Work united with the Manager of Customer Service to develop and produce consistent reporting across multiple Customer Service teams
• Collaborate with cross-functional teams to initiate, test, and deploy ERP system enhancements aimed at streamlining customer service operations and improving workflow efficiency
• Provide ongoing training and support to the customer service team on ERP platforms and other operational systems, ensuring proficiency, promoting best practices, and enabling efficient resolution of customer inquiries
• Assist with data preparation for customer EDI implementations
• Assist in gathering documentation for internal and external audits
• Construct ad hoc presentations for Customer Service Management
• Utilize customer surveys, complaint logs, and other information to assist in the development of techniques to enhance the Customer Experience
• Provide updates on metrics such as Order Processing Time, Order Entry Accuracy, Agent Availability, etc.
• Enhance, develop and run re-occurring monthly reports, scorecards and other analytical tools
• Analyze current way of reporting and recommend changes and/or additional tools to increase efficiencies and improve reporting
• Create and maintain documentation for Customer Service procedures
• Report and maintain Quarterly Incentive Plan (QIP) and Annual Incentive Plan (AIP) metrics for North American Customer Service team
• Design, develop, and maintain interactive dashboards and reports using Power BI to visualize key business metrics and support data-driven decision-making

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor's Degree required
• Proficiency with ERP systems; SAP or JDE experience preferred
• Ability to function effectively in a multi-tasking environment
• Excellent written and verbal communication skills
• Advanced word processing, spreadsheet, and database application skills
• Results-oriented to ensure deliverables are submitted in an accurate, complete, and timely fashion
• Articulates analysis in a clear and concise manner
• Exhibit the ability, over time, to distill data into meaningful insights and provide suggestions to improve the overall customer experience
• Skilled user of MS Office applications including Word, Excel (Pivot Tables), PowerPoint.

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.