Customer Service Representative

About the role

We're looking for a highly organized and service-oriented Customer Service Representative to join our team. This role serves as the central coordination point between our sales representatives, customers, and internal teams, ensuring the right information is available at the right time so projects move forward efficiently.

Success in this role requires excellent communication skills, strong attention to detail, a sense of urgency, and the ability to coordinate multiple priorities while maintaining exceptional customer service.

Responsibilities

• Respond quickly and professionally to inbound calls, emails, and requests from customers and sales representatives.
• Process inquiries and tasks in a timely, first-in/first-out manner.
• Maintain regular communication and status updates with customers and representatives.
• Build productive working relationships and help resolve issues professionally and respectfully.
• Escalate concerns or conflicts when necessary to ensure positive outcomes.
• Gather and organize information needed to move projects efficiently through internal workflows.
• Set up projects accurately and completely so internal teams can begin work immediately.
• Follow established processes, workflows, and best practices.
• Review project information for completeness and identify potential issues before they affect downstream teams.
• Cook up work requests with Design Assist Specialists, Estimating, Samples, Sales Engineering, and other internal resources.
• Ensure handoffs include all required information and documentation.
• Help manage turnaround times and communicate expectations across departments.
• Maintain accurate records and project information in company systems.
• Participate in process improvement initiatives and departmental goal setting.
• Follow standard operating procedures and quality standards.
• Provide feedback that helps improve customer experience and internal efficiency.

Requirements

• Strong customer service mindset with a commitment to responsiveness and follow-through.
• Excellent written and verbal communication skills.
• Highly organized with strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and coordination skills.
• Ability to work effectively both independently and as part of a team.
• Proficiency with business software, CRM systems, and Microsoft Office or similar tools.

Qualifications

• Experience in customer service, sales support, project coordination, or administrative support.
• Experience working with internal cross-functional teams.
• Familiarity with construction, manufacturing, architectural products, or related industries is a plus.

Skills

• Responds quickly and follows through on commitments.
• Communicates clearly and proactively.
• Takes ownership and remains accountable for results.
• Buils healthy working relationships with customers, sales representatives, and coworkers.
• Embraces new ideas and continuous improvement.
• Maintains accuracy while moving work forward efficiently.

Benefits

• Competitive hourly pay: $19.12 - $21.49, depending on experience
• Paid holidays and PTO that increases with tenure
• 401(k) program with all fees paid
• Employee Stock Ownership Plan retirement program
• Medical and dental insurance for employees and immediate family
• Health Savings Account and Health Reimbursement Account options
• Life insurance
• Commuter benefits
• Continuing education benefits
• Monthly financial meetings with all employees

Pay

Competitive hourly pay: $19.12 - $21.49, depending on experience

Schedule

N/A