Job Description

SUMMARY


The Information Specialist directs, responds and distributes information within Westlake Epoxy to ensure customer needs are met. This position provides customers and potential customers, for all Westlake Epoxy businesses and product lines with an initial point of contact to Westlake Epoxy for tier 1 technical support, product information, and capabilities. As needed, this position drives the connection of customers with key business partners within the organization.

DUTIES AND RESPONSIBILITIES SUPERVISOR ROLE


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

• 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

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. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT


The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. 10% travel including air travel or auto travel may occasionally be required.