Customer Service Representative (Bilingual - Contract - Hybrid)

Westlake Royal Building Products enables you to broaden your career experience as we continue to build on 50 years of commitment to quality and Vinyls product innovations. We are seeking exceptional performers to continue to take exterior building materials to the next level.

Summary

Supporting all of Royal Exterior Brands, The Customer Care Representative will be the first point of Contact for end user inquiries and after sales issues (Including Warranty claims, level 1’ technical inquiries, Marketing initiative support and other general Consumer Inquiries).

The role requires a high level of competency in core tasks as well as an ability to manage priorities and achieve expected deliverables in order to support its multi-functional requirements. One of the key elements of this role is the support it provides in facilitating an environment that can support multi-function projects or initiatives.

THIS ROLE REQUIRES PROFICIENCY IN ENGLISH AND FRENCH

Duties And Responsibilities

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

• Update and maintain warranty Data in the Salesforce E-Warranty System.
• Answer Level 1 technical Inquiries (e.g. installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate.
• Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
• Update and maintain Customer Care SOP Documents.
• Update and maintain a variety of reports for management and departments use.
• Participate in Warranty credit audit entries and credit release.
• Contractor vendor set up in coordination with the Business Service Group.
• Answer inbound calls and respond to email inquiries from all customer types including but not limited to, architects, contractors, homeowners and other internal stakeholders, relating to Royal Exterior’s entire product Portfolio.
• Perform other related duties as required.
• Work closely with sales and marketing to support various initiatives including marketing email blast, dream designer program, samples requests etc.
• Log and update customer care requests in Salesforce Data Base.
• Accurately manage Warranty credit order processing in JDE as it relates to pricing, product and Quantity for all Royal Exteriors Warranty claims.
• Support Management in Training and Developing Customer Service reps where possible.
• Review and analyze customer warranty repair requests/claims to ensure compliance to warranty SOPS and other guidelines.
• Coordinate Cheque and ACH payments with the Accounting Team for all warranty settlement or/labour payments, to ensure swift and smooth processing.
• Support the ongoing E-Warranty Project with testing, troubleshooting and reporting issues.

Education, Experience And Qualifications

• Proficiency with Windows based software (specifically Excel, Word and PowerPoint) required.
• Business Management degree or equivalent required.
• Ability to research/resolve problems or issues in a timely manner.
• Ability to work independently to resolve issues or problems on a day-to-day basis.
• 8+ years customer service experience preferably in a manufacturing environment.
• Degree in sales or marketing preferred.
• Strong communication skills (verbal and written).
• Ability to work in both official languages French & English (oral & written)
• JDE or other main line ERP such as SAP.

Westlake Royal Building Products, a Westlake Company 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. Please go to your Workday homepage and click on the "Careers" worklet and view "Westlake Career Opportunities".