Hearth Support Services Scheduler

Customer Service Representative

Position Summary The Customer Service Representative supports the Kitchen & Bath and Hearth divisions by providing exceptional customer service, processing customer orders, coordinating with internal teams and vendors, and ensuring timely resolution of customer inquiries. This role serves as a key point of contact for customers, builders, contractors, and sales representatives while maintaining accurate documentation and supporting daily operational activities. The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities in a fast-paced environment.

Key Responsibilities

• Customer Service & Order Support
• Provide outstanding customer service by responding to customer inquiries via phone and email.
• Enter, process, and maintain customer orders accurately and efficiently.
• Review orders for completeness and resolve discrepancies prior to processing.
• Communicate order status, product availability, pricing, and lead times to customers and internal teams.
• Coordinate with vendors, suppliers, and internal departments to ensure timely order fulfillment.
• Build and maintain positive relationships with customers, contractors, builders, and sales representatives.
• Order Management & Administrative Support
• Process purchase orders, customer orders, and related documentation.
• Maintain accurate customer records, files, and system documentation.
• Assist with warranty claims, product returns, credits, and service-related requests.
• Run reports and perform data entry to support department operations.
• Monitor open orders and follow up to ensure timely completion.
• Team & Operational Support
• Collaborate with Sales, Purchasing, Warehouse, and Operations teams to resolve customer concerns.
• Participate in team meetings and ongoing training to remain knowledgeable of products, systems, and processes.
• Support additional administrative duties and special projects as assigned.

Qualifications

• Minimum of one year of customer service or administrative experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• High attention to detail with strong organizational and time management skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficient with Microsoft Office and the ability to quickly learn new systems.
• Ability to work independently while contributing to a collaborative team environment.

Education

High School Diploma or GED required.

People Management None

Physical Requirements / Work Environment

Ability to sit, stand, and walk throughout the workday. Frequent use of computers, telephones, and other standard office equipment. Occasional movement between office, showroom, and warehouse areas. Ability to lift up to 25 pounds occasionally.

Williams Distributing Co. and Shoemaker Inc., part of Daikin Comfort Technologies North America, Inc., a leading wholesale distributor in Michigan, Ohio, and Indiana, specializing in HVAC equipment and residential products like Kitchen and Bath, Hearth, and Garage Doors. Our mission is to enhance living environments through quality products and services while working closely with dealers, builders, contractors, designers, and architects.

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.