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.

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