Job Details

Job purpose

A Customer Experience Representative is the primary point of contact for customers and outside sales personnel regarding order and product questions. They also serve as a link between customers, manufacturing, traffic and purchasing. A Customer Experience Representative is responsible for all order entry/order evaluation for windows and doors manufactured daily.

Duties and responsibilities

• Review and enter all incoming order and quote requests
• Develop and maintain relationships with existing and new customers
• Partner with outside sales team to assist with customer needs
• Answer/Evaluate customer questions on technical product, pricing and or/billing and direct to the corresponding area if needed.
• Evaluate and enter all warranty requests
• Responsible for taking phone calls and emails on product/order related issues from customer, homeowners, sales, and internal customers. Researches and provides problem resolution.
• Communication with customers on items that will miss a promised delivery due to either manufacturing, inventory shortage or delivery conditions
• Perform other duties as assigned

• 2 or more years of prior customer service experience
• Strong positive attendance history
• Proficient computer skills
• Clear communication skills with the ability to use positive language
• Ability to multi-task and manage expectations
• Attention to detail
• Team oriented

• Phone customer service experience
• Knowledge of the fenestration industry