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. SUMMARY This unique Customer Care Representative (Product Warranty Claims) position will be the first point of contact for warranty inquiries and claims, supporting all Westlake Royal Building Products. DUTIES AND RESPONSIBILITIES: Service inbound and initiate outbound customer service calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base. Request credits and cheque requests for all Westlake Royal Building Products warranty claims. Provide product availability to customers per department guidelines and negotiate labor costs with customers. Answer technical Inquiries (e.g. product inquiries, installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate. Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines. Conduct investigations into potential fraudulent claims. Perform investigations to validate the legitimacy of claims. Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims. Log and update customer care requests and maintain warranty information in database. Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving. Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems. Follow product and policy for complaint resolutions within approved DOA Matrix. Comply with Company Safety Policies and Procedures. Regular attendance, timeliness, and scheduling flexibility. Ensures SOX compliance processes are followed, and necessary documents are verified and kept on file as needed Perform all other duties as directed by the Claims Supervisor or Claims Manager. KNOWLEDGE, SKILLS, AND ABILITIES Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required. SAP knowledge preferred. Strong communication skills (verbal and written). Customer Service background required. Claims adjuster, processing, adjudication and resolution background preferred. Investigation and negation experience is required. Detail-oriented. Able to Multitask Problem-solving Organization skills Decision-making skills Time management skills Documentation Accuracy EDUCATION AND/OR EXPERIENCE One-year certificate from college or technical school 1 - 2 years claims handling or similar experience Investigative or negotiation experience Criminal Justice background PHYSICAL DEMANDS While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 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. Westlake is a global manufacturer and supplier of materials and innovative products that enhance life every day. Headquartered in Houston, with operations in Asia, Europe and North America, we provide the building blocks for vital solutions — from housing and construction, to packaging and healthcare, to automotive and consumer. For more information, visit the company's web site at www.westlake.com. Westlake (NYSE: WLK) is a global diversified industrial company that manufactures and supplies essential products that enhance the daily lives of people around the globe. Our products, now under a One Westlake brand, supply the necessary building blocks for everyday products across housing and infrastructure, packaging and healthcare, and automotive and consumer goods. Consumers gain the benefits of materials Westlake produces in products such as food packaging, medical devices, soaps and detergents, car interiors, fashion, toys, shoes, furniture, electronics, siding, stone veneer, windows, outdoor living, roofing, and pipe & fittings. Westlake is proud to contribute to driving a sustainable future through the creation of essential products that are Enhancing Your Life Every Day®. To view other career opportunities at Westlake and our family of companies, visit https://westlaketalent.com
