Customer Experience Representative
Intigral Inc
Description
This position supports daily customer service operations for custom insulating glass orders by coordinating order entry, customer communication, production support, quality-related requests, schedule updates, and shipping follow-up. The role works cross-functionally with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to support accurate order processing and timely customer response.
Primary Responsibilities
Order Management and Customer Support
- Review and respond to daily customer service emails, including late-order updates and revised due date communication.
- Enter, review, and help maintain customer orders with a focus on accuracy, completeness, and timely processing.
- Manage customer inquiries related to order changes, cancellations, expedites, remakes, delivery status, and documentation requests.
- Coordinate with Scheduling and Production on order status, capacity concerns, and customer priority requests.
- Communicate professionally with customers regarding order status, issues, and next steps.
Production, Quality, and Shipping Support
- Partner with Manufacturing, Quality, and Shipping to research order issues, missing units, rejects, service requests, and delivery concerns.
- Assist with tracking repairs, remakes, and expedited orders to help ensure customer commitments are clearly communicated and followed up on.
- Support documentation for customer claims, quality concerns, pictures, order information, and internal research.
- Escalate recurring issues or service concerns to the appropriate internal team members.
Internal Communication and Follow-Up
- Maintain clear notes, follow-up items, and communication history related to customer accounts and open issues.
- Provide timely updates to Sales, Scheduling, Quality, Shipping, and Operations when customer-impacting issues arise.
- Support daily communication flow between customers and internal departments to reduce delays and improve visibility.
Requirements
Required Skills and Qualifications
- A minimum of (2) years of or order entry/customer service experience in Production based business environment requested.
- Strong written and verbal communication skills.
- Ability to manage multiple customer requests and follow up on open items.
- Strong attention to detail and accuracy in order processing and documentation.
- Ability to work with internal teams in a fast-paced manufacturing environment.
- Professional customer service approach, including patience, follow-through, and problem solving.
- Basic proficiency with email, order systems, spreadsheets, and customer service tools.
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Vacancy posted 2 days ago
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