Customer Support Specialist

At Northwestern Glass Fab, we believe great service starts with great people. We’re looking for team members who value communication, collaboration, accountability, and delivering an exceptional client experience. As part of the Brin family of companies, you’ll join a team committed to quality, continuous improvement, and doing things the right way. Client Services Specialist serves as a key point of contact for clients, ensuring exceptional service through accurate quoting, order processing, and issue resolution. This role works within the client services team, supports cross-functional collaboration, and drives operational accuracy to enhance client satisfaction and business performance. The Client Services Specialist is a contributor role responsible for team collaboration, maintaining service standards, and aligning daily operations with Brin’s values and strategic goals. Key Responsibilities Client Interaction & Support Respond to client inquiries via phone, email, and in person in a timely manner. Provide accurate quotes and enter orders using ERP system. Ensure timely and effective resolution of client needs, including complex service requests and complaints. Process product returns (RGA) and ensure timely response to clients. Follow up with clients that have experienced errors or damage to ensure that the expectations and quality have been met or exceeded. Communication, professionalism, and client engagement are largely weighted when holding a Client Services Specialist position. Perform additional duties as assigned. Order & Quote Management Enter and manage quotes, orders, and acknowledgments in ERP system supporting inventory and replenishment through accurate work order entry. Verify accuracy of costs, sale price, production, delivery dates and product details are entered correctly on order transactions. Generate work orders and quotes to support profitability and client satisfaction. Process invoices and prepare credits. Support cost reductions through order entry accuracy supporting profit margins. Maintain CRM records in alignment with company standards and goals. Scheduling & Coordination Collaborate with scheduling to ensure client satisfaction with returned items and new lead times for reissued products. Communicating clients’ needs clearly to internal teams.Ensure specialty items are reviewed and lead time & pricing discussed with client before placing order. Participate in Client Services team meetings and one-on-one sessions, completing assigned action items. Contributor roles impact the company’s success by executing the day-to-day work needed to ensure we deliver quality products and services and maintain client satisfaction. Completes role‑specific tasks on time, with quality. Follows company policy and process and holds peers accountable. Collaborate with team members to ensure work is completed and delivered to meet client satisfaction. Shares growth ideas, efficiencies and new systems for improvement. Communicates progress, needs and updates to lead or manager. Safety Responsibilities Champion a culture of safety across all operations. Ensure compliance with all safety regulations, policies, and procedures. Lead by example in promoting safe work practices and hazard awareness. Support safety training, audits, and continuous improvement efforts while working with safety manager. Empower employees to speak up about safety concerns and take corrective action. Collaborate with safety teams to monitor and improve safety performance.Integrate safety into planning and project execution. Monitor performance against goals and budgets. Qualifications High school diploma with 3+ years of customer service and order entry experience (college degree preferred). Strong verbal and written communication skills. Proficient in Microsoft Word, Excel, and Outlook. Strong math and geometry skills. Excellent attention to detail and organizational skills. Collaborative team player with active listening skills. Experience in customer-focused solutions and service delivery. We are an ESOP company. The pay range for the Customer Support Specialist position is $22–$27 per hour, depending on experience and qualifications. Northwestern Glass Fab also offers a comprehensive benefits package, including health insurance, paid time off, retirement benefits, and opportunities for professional growth and development. #J-18808-Ljbffr