Rep, Customer Service 1

Job Summary
Serve customers by providing product and service information, processing quotes and orders, resolving product and service issues, and assisting with cost estimates, product sizing/dimensions, and installation discussions.

Essential Duties & Responsibilities

• Maintain strong knowledge of company products, services, and clients
• Document customer interactions and transactions accurately
• Listen attentively to customer needs, demonstrate empathy, and advocate for the customer
• Process phone, fax, and email quotes and orders accurately within required cut-off times
• Enter faxed, emailed, and phoned-in orders for production
• Coordinate between sales and production to meet customer deadlines
• Maintain effective communication with sales, production, product, and support teams
• Communicate delivery dates and times to customers
• Resolve product or service issues by identifying causes, recommending solutions, expediting corrections, and following up to ensure resolution
• Assist sales staff with expediting orders and communicating with the production floor

Skills, Knowledge & Qualifications

• Minimum 1 year of customer service experience (glass industry preferred)
• Strong organizational, listening, and communication skills
• Ability to read, calculate, and write measurements using number fractions
• Ability to read and interpret drawings and specifications
• Computer proficiency with accurate numeric data entry
• Ability to work independently, manage priorities, and meet deadlines
• Ability to work efficiently in a fast-paced, team-oriented environment
• Willingness to work overtime as required
• Experience in installation, assembly, carpentry, or construction is a plus