Customer Experience Lead

About the Role Timberlane is the market leader in premium exterior shutters. We accomplish this through outstanding customer service and by providing a white‑glove experience throughout the entire customer journey—from order confirmation through delivery and post‑installation support. We are looking for a Customer Experience Lead to own the customer experience from order entry through delivery and post‑install support. Montgomeryville, PA (On‑site) This is a working lead role—you will be directly involved in the day‑to‑day operations while also owning decisions, especially around customer concerns, warranty cases, and issue resolution. This role is customer‑facing. We are not looking for someone to simply process work. This role requires strong judgment, accountability, professionalism, and the ability to solve problems the right way; not just the fastest or easiest way. This includes working cross‑functionally with every department within Timberlane while coordinating with customers, contractors, and subcontractors to meet and exceed homeowner expectations. This is a hands‑on role managing orders, customer communication, and issue resolution in a fast‑paced, custom manufacturing environment. If you like staying organized, keeping things moving, and driving issues through to completion, this is a strong fit. What You’ll Be Responsible For Entering and managing incoming orders Handling customer communication (order status, lead times, delivery updates) Managing customer service cases from initial contact through final resolution Coordinating paint color requests and order details Coordinating local shipments and deliveries Keeping work organized and ensuring nothing slips through the cracks What We’re Looking For Follow through — you finish what you start Are responsive — customers should never wonder where things stand Stay organized and composed under pressure Take ownership — you do not pass problems off or make excuses Can professionally navigate difficult customer conversations Requirements 3+ years of customer service experience (hospitality experience is a plus) Strong attention to detail Excellent communication and phone skills Comfortable managing multiple priorities at once Experience with CRM/ERP systems (Salesforce experience is a plus) What Success Looks Like Customers feel informed, confident, and well taken care of Cases are handled consistently with clear ownership and follow‑through Issues are resolved the right way, not just the fastest way Why Timberlane Timberlane is a premium manufacturer of custom exterior shutters, serving builders, architects, and homeowners nationwide. We build high‑quality, made‑to‑order products and operate in a high‑touch environment where details matter. #J-18808-Ljbffr