Customer Experience Representative

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. #J-18808-Ljbffr