Customer Service Specialist

Customer Service Representative

Join our team at Joyce Manufacturing as a Customer Service Representative specializing in residential building products. In this role, you will serve as a key point of contact for dealers and home improvement companies, assisting with warranty and non-warranty service inquiries, processing various requests, and coordinating with internal teams to ensure timely and effective resolution of customer concerns. The ideal candidate is highly organized, detail-oriented, and committed to delivering outstanding customer service. This is a full-time position that reports to the company Headquarters Monday through Friday. Flexible with start and end times.

What you'll do

• Answer incoming customer calls and respond to inquiries professionally, accurately, and in a timely manner.
• Using Fenevision, process warranty claims, service requests, and related documentation while maintaining a high level of customer satisfaction.
• Support customers with troubleshooting resources and process guidance.
• Collaborate with internal departments, including Field Service, Sales, Engineering, Logistics, Plant Operations, and Managementto resolve customer concerns and order-related issues.
• Expedite special requests and coordinate solutions to meet customer deadlines and expectations.
• Maintain a positive, flexible, and solution-oriented approach when addressing customer concerns and changing priorities.
• Perform clerical and administrative tasks, including data entry and documentation management.
• Support departmental goals and perform other duties as assigned.

Preferred

• 23 years of customer service experience in a manufacturing, service, office, or related environment.
• Experience supporting service requests, order entry, or customer account management.
• Prior experience and knowledge of building materials, windows, and doors.

Minimum Requirements

• High School Diploma or equivalent required.
• Previous experience in customer service or sales. Experience in the window & door industry, building maintenance or construction is desired, but not required.
• Excellent verbal and written communication skills, with a proven ability to handle customer escalations calmly and professionally.
• Task-oriented with sense of urgency.
• Ability to establish relationships with customers, vendors, and employees alike.
• Working knowledge of Microsoft Office. Microsoft Word & Excel required.
• Knowledge of ERP system FeneVision preferred but not required, training provided.
• Team player with excellent interpersonal and communication skills.
• Capacity to juggle inbound calls, quoting, and service requests simultaneously without sacrificing attention to detail.
• Analytical mindset to interpret customer data and help improve overall satisfaction and efficiency.

Benefits:

• Health, dental, and vision insurance
• 401(k) and Company Match
• Vacation Time
• PTO

Salary:

Competitive hourly pay based on experience, typically ranging from $20$25 per hour. Exceptional candidates with directly relevant experience may be considered above this range.

Joyce Factory Direct - Cleveland