JOB DESCRIPTION

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.

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.
  Houston, TX
  Posted: 8/14/2025
  Job Status: Full Time
  Job Reference #: R2991

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