Customer Experience Lead

About The Role

Timberlane is the market leader in premium exterior shutters. We accomplish this through outstanding customer service and a white-glove experience throughout the entire customer journey—from order confirmation through delivery and post-installation support. We are looking for a Customer Experience Lead to own the customer experience from order entry through delivery and post-installation support.

Responsibilities

• Entering and managing incoming orders
• Handling customer communication (order status, lead times, delivery updates)
• Managing customer service cases from initial contact through final resolution
• Cooking color requests and order details
• Cooking local shipments and deliveries
• Keeping work organized and ensuring nothing slips through the cracks

Requirements

• 3+ years of customer service experience (hospitality experience is a plus)
• Strong attention to detail
• Excellent communication and phone skills
• Comfortable managing multiple priorities at once
• Experience with CRM/ERP systems (Salesforce experience is a plus)