Customer Success Agent

Customer Success Agent (CSA)

Schedule: MondayFriday, 8:00 a.m.5:00 p.m. Compensation: Starting salary of $41,600 annually (non-negotiable), plus eligibility for a 0.25% commission on paid invoices.

Company Overview- For more than 65 years, Hayfield Window & Door Company has been an innovator in the window and door industry. Founded in 1951 as an aluminum storm window fabricator, Hayfield has continually evolvedintroducing wood interiors, vinyl products, and expanding into both residential and commercial markets. Our commitment to sustainability began in the 1970s and continues today through our reduce, reuse, recycle philosophy. Operating in a 190,000-square-foot manufacturing facility on 55 acres in Southern Minnesota, our products exceed industry standards while offering countless design possibilities. Acquired by Drum Capital in 2019, Hayfield continues to grow its brand, territory, and dealer support while maintaining a strong commitment to quality, innovation, and customer satisfaction.

The Customer Success Agent (CSA) supports both outside sales representatives and a dedicated portfolio of key customers by managing order entry, responding to inquiries, and providing ongoing daily support in a fast-paced, high-volume environment. This role partners closely with assigned sales representatives to build strong customer relationships, drive customer satisfaction, and promote retention and loyalty. Using a consultative, multi-channel customer success approach, the CSA helps customers maximize the value of Hayfield Window & Door products and services while ensuring timely issue resolution and a positive overall experience. This position offers an opportunity to contribute to a respected manufacturer with a long-standing commitment to quality, innovation, and customer satisfaction.

Essential Functions

• Respond to customer inquiries via phone, email, web submissions, mail, fax, chat, and other communication channels with professionalism and urgency.
• Work closely with outside sales representatives to deliver a high level of customer satisfaction and support.
• Process customer orders accurately and efficiently to ensure timely turnaround.
• Validate customer requests and order information.
• Educate customers on Hayfield Window & Door products, programs, policies, and services.
• Maintain customer accounts and detailed records of interactions, inquiries, complaints, and resolutions.
• Identify customer needs and provide appropriate product and service solutions.
• Escalate complex or non-routine issues to the appropriate supervisor or department.
• Ensure customer concerns are resolved promptly and effectively.
• Communicate customer developments, concerns, and opportunities to management.
• Report service issues or process concerns that may impact customer satisfaction.
• Support customer retention initiatives through proactive relationship management.
• Perform other duties as assigned.

Requirements

Preferred Education

• Technical Degree or Associate of Arts Degree preferred.

Experience

• 45 years of customer service experience required.
• Experience supporting customers in a fast-paced, high-volume environment preferred.

Knowledge, Skills, and Abilities

• Strong relationship-building and customer service skills.
• Ability to assess customer needs, analyze situations, and make sound decisions.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to prioritize tasks and adapt to changing priorities while managing interruptions.
• Self-motivated, quick learner, and able to perform effectively under pressure.
• Positive, professional, and team-oriented attitude.
• Strong listening, problem-solving, and negotiation skills.
• High energy level with superior follow-through and accountability.
• Proficiency with computer systems and order-entry processes.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Must be able to occasionally lift up to 15 pounds.

Disclaimer: This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to modify, add, or remove duties and responsibilities at any time, with or without notice.