Customer Service Specialist

Join our team at Joyce Manufacturing as a Customer Service Representative specializing in residential building products. In this role, you will serve as a key point of contact for dealers and home improvement companies, assisting with warranty and non-warranty service inquiries, processing various requests, and coordinating with internal teams to ensure timely and effective resolution of customer concerns. The ideal candidate is highly organized, detail-oriented, and committed to delivering outstanding customer service. This is a full-time position that reports to the company Headquarters Monday through Friday. Flexible with start and end times. What You'll Do Answer incoming customer calls and respond to inquiries professionally, accurately, and in a timely mannerUsing Fenevision, process warranty claims, service requests, and related documentation while maintaining a high level of customer satisfactionSupport customers with troubleshooting resources and process guidanceCollaborate with internal departments, including Field Service, Sales, Engineering, Logistics, Plant Operations, and Management—to resolve customer concerns and order-related issuesExpedite special requests and coordinate solutions to meet customer deadlines and expectationsMaintain a positive, flexible, and solution-oriented approach when addressing customer concerns and changing prioritiesPerform clerical and administrative tasks, including data entry and documentation managementSupport departmental goals and perform other duties as assigned Preferred 2-3 years of customer service experience in a manufacturing, service, office, or related environmentExperience supporting service requests, order entry, or customer account managementPrior experience and knowledge of building materials, windows, and doors Minimum Requirements High School Diploma or equivalent requiredPrevious experience in customer service or sales. Experience in the window & door industry, building maintenance or construction is desired, but not required. Excellent verbal and written communication skills, with a proven ability to handle customer escalations calmly and professionallyTask-oriented with sense of urgencyAbility to establish relationships with customers, vendors, and employees alikeWorking knowledge of Microsoft Office. Microsoft Word & Excel requiredKnowledge of ERP system FeneVision preferred but not required, training providedTeam player with excellent interpersonal and communication skillsCapacity to juggle inbound calls, quoting, and service requests simultaneously without sacrificing attention to detailAnalytical mindset to interpret customer data and help improve overall satisfaction and efficiency Benefits: Health, dental, and vision insurance401(k) and Company Match Vacation Time PTO Salary: Competitive hourly pay based on experience, typically ranging from $20-$25 per hour. Exceptional candidates with directly relevant experience may be considered above this range.