- Provide tier 1 technical support to customer or connect customer request to correct Commercial or Marketing representative to provide best answer
- Receive and qualify requests for product information, specific or general, from the general public, current customers, potential customers, suppliers, and internal Westlake Epoxy associates via Sales Force System
- Ensure accurate documentation and timely response and closure for all incoming inquires
- Distribute & track MSDS, COA & other standard documentation based on customer request
- Identify sales leads & qualify to drive growth opportunities, including distribution to the defined commercial contact
- Quantifies application and sample request requirements
- Develop and report monthly service activity metrics to the business units on an as-requested basis
- Assist in the configuration, implementation, and improvement of the request tracking system through interaction with the IT department
- Answer and direct inbound telephone calls for Westlake Epoxy & specific departments
- Record all customer / product related inbound requests in tracking system for business evaluation.
- Assist in the identification and implementation of service improvement and value-added service opportunities for all business units
- Act as an interface between the customer and leadership
- Train and cross-train new team members joining the team
- Support other projects as needed that affect Information Center team around the globe
- Support weekly/monthly reports for KPIs and Metric reports for Global commercial services
- Run Global CMIR clean up inactive materials (process and training doc available)
- Run monthly Incoterm Validation report and distribute as process describes
EDUCATION, EXPERIENCE AND QUALIFICATIONS
- Associate/bachelors degree or equivalent combination of education and experience; Associate/Bachelors in a technical area preferred
- Should possess excellent written and oral communication skills to effectively communicate needs and information to internal and external customers
- Must have excellent interpersonal skills and the ability to work effectively with all levels of the organization and types roles - engineering to commercial
- Must be able to work independently with little supervision
- Strong organizational skills are needed
- Should possess time management skills needed to handle a fluctuating workload and be a team player to support other team members in the same location
- Experience with Microsoft Office with at least medium competency level in Excel, such as data management using pivot tables, advanced filtering, and vlookup functions
- Basic SAP experience is a plus, but not required
- Must be fluent in English
