Customer Service & Warranty Representative

Job Description

Job Description

Job Summary

Panoramic Doors is seeking a highly organized and customer-focused Customer Service & Warranty Representative to join our Service & Warranty Team. This role is responsible for managing customer service and warranty cases from initial customer inquiry through resolution, serving as a key liaison between customers, sales partners, customer service, logistics, production, finance, and technical teams.

The ideal candidate will thrive in a fast-paced, collaborative environment, demonstrate strong problem-solving and communication skills, and take ownership of complex customer cases to ensure a positive customer experience and timely resolution.

 

Job Duties

• Serve as the primary point of contact for customers and third-party sales representatives regarding service requests, warranty claims, order status, deliveries, payments, and technical support inquiries.
• Own and manage assigned service and warranty cases end-to-end, from intake through resolution, ensuring accurate documentation and timely follow-up.
• Receive, evaluate, and administer warranty claims in accordance with company warranty policies, coordinating repairs, replacements, and service visits as needed.
• Provide technical assistance and troubleshooting support, directing specialized or installed-system inquiries to appropriate technical team members while maintaining overall case ownership.
• Coordinate and schedule internal and third-party service technicians, including scope confirmation, parts readiness, site access, and customer communication.
• Communicate proactively with customers to set expectations, provide status updates, and ensure clarity throughout the service and warranty process.
• Collaborate cross-functionally with Customer Service, Sales, Production, Operations, Finance, Logistics, and Technical Support teams to resolve service, order, and delivery issues.
• Facilitate customer payments in coordination with the Finance team and partner with Logistics to clear, schedule, and track shipments once payments are complete.
• Perform required administrative and data entry tasks, including LTL invoicing, order and shipment tracking, status updates, and maintenance of digital and hard copy files.
• Identify recurring service and warranty issues, escalate high-impact or complex cases when appropriate, and provide feedback to internal teams to support continuous improvement.
• Perform other duties as assigned.

 

Job Qualifications

• Minimum of 3 years of experience in a customer service or customer-facing role.
• Experience with service coordination, warranty claims, logistics, or technical support preferred.
• 1+ year of logistics-related experience preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience with CRM, ERP, or case management systems is a plus.
• Strong organizational skills with the ability to prioritize and manage multiple tasks.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently while collaborating effectively across teams.
• High school diploma or equivalent required; college degree preferred.
• Experience in manufacturing, building products, custom systems, or installed-products environments is a plus.

Key Competencies

• Clear Communication
• Collaboration & teamwork
• Problem solving/Critical thinking
• Accountability & Adaptability
• Time management & Attention to detail

Benefits: 

· 401(k) 

· Dental insurance 

· Health insurance 

· Vision insurance 

· Paid Time Off

Company Description

About Panoramic Doors: Panoramic Doors is a U.S.-based manufacturer of premium custom multi-slide and pivot door systems engineered for seamless indoor–outdoor living.

Mission: We build doors crafted with precision, delivered with integrity and backed by a team committed to owning the outcome, building it better, and doing right by every customer.

Core Values: Integrity, growth mindset, teamwork, problem solving, accountability

Company Description

About Panoramic Doors: Panoramic Doors is a U.S.-based manufacturer of premium custom multi-slide and pivot door systems engineered for seamless indoor–outdoor living.\r\n\r\nMission: We build doors crafted with precision, delivered with integrity and backed by a team committed to owning the outcome, building it better, and doing right by every customer.\r\n\r\nCore Values: Integrity, growth mindset, teamwork, problem solving, accountability