Customer Service & Warranty Representative

Job DescriptionJob Description

Job Summary

Panoramic Doors is seeking a highly organized and customer-focused Customer Service & Warranty Representative to join our Service & Warranty Team. This role is responsible for managing customer service and warranty cases from initial customer inquiry through resolution, serving as a key liaison between customers, sales partners, customer service, logistics, production, finance, and technical teams.

Apply (by clicking the relevant button) after checking through all the related job information below.
The ideal candidate will thrive in a fast-paced, collaborative environment, demonstrate strong problem-solving and communication skills, and take ownership of complex customer cases to ensure a positive customer experience and timely resolution.

Job Duties

• Serve as the primary point of contact for customers and third-party sales representatives regarding service requests, warranty claims, order status, deliveries, payments, and technical support inquiries.
• Own and manage assigned service and warranty cases end-to-end, from intake through resolution, ensuring accurate documentation and timely follow-up.
• Receive, evaluate, and administer warranty claims in accordance with company warranty policies, coordinating repairs, replacements, and service visits as needed.
• Provide technical assistance and troubleshooting support, directing specialized or installed-system inquiries to appropriate technical team members while maintaining overall case ownership.
• Coordinate and schedule internal and third-party service technicians, including scope confirmation, parts readiness, site access, and customer communication.
• Communicate proactively with customers to set expectations, provide status updates, and ensure clarity throughout the service and warranty process.
• Collaborate cross-functionally with Customer Service, Sales, Production, Operations, Finance, Logistics, and Technical Support teams to resolve service, order, and delivery issues.
• Facilitate customer payments in coordination with the Finance team and partner with Logistics to clear, schedule, and track shipments once payments are complete.
• Perform required administrative and data entry tasks, including LTL invoicing, order and shipment tracking, status updates, and maintenance of digital and hard copy files.
• Identify recurring service and warranty issues, escalate high-impact or complex cases when appropriate, and provide feedback to internal teams to support continuous improvement.
• Perform other duties as assigned.

Job Qualifications

• Minimum of 3 years of experience in a customer service or customer-facing role.
• Experience with service coordination, warranty claims, logistics, or technical support preferred.
• 1+ year of logistics-related experience preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience with CRM, ERP, or case management systems is a plus.
• Strong organizational skills with the ability to prioritize and manage multiple tasks.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently while collaborating effectively across teams.
• High school diploma or equivalent required; college degree preferred.
• Experience in manufacturing, building products, custom systems, or installed-products environments is a plus.

Key Competencies

• Clear Communication
• Collaboration & teamwork
• Problem solving/Critical thinking
• Accountability & Adaptability
• Time management & Attention to detail

Benefits:

401(k)

Dental insurance

Health insurance

Vision insurance

Paid Time Off

Company DescriptionAbout Panoramic Doors: Panoramic Doors is a U.S.-based manufacturer of premium custom multi-slide and pivot door systems engineered for seamless indooroutdoor living.

Mission: We build doors crafted with precision, delivered with integrity and backed by a team committed to owning the outcome, building it better, and doing right by every customer.

Core Values: Integrity, growth mindset, teamwork, problem solving, accountabilityCompany DescriptionAbout Panoramic Doors: Panoramic Doors is a U.S.-based manufacturer of premium custom multi-slide and pivot door systems engineered for seamless indooroutdoor living. xhqgsiq

Mission: We build doors crafted with precision, delivered with integrity and backed by a team committed to owning the outcome, building it better, and doing right by every customer.

Core Values: Integrity, growth mindset, teamwork, problem solving, accountability