Customer Service Specialist

Customer Service Associate

Roof Hugger is seeking a Customer Service Associate who is organized and customer-focused to serve as a primary point of contact from the quoting process through production and shipping. This role plays a critical part in sales support and service by responding to inquiries, processing requests, coordinating with our Product Advisors, and ensuring timely follow-up on quotations. The ideal candidate enjoys building relationships, communicating professionally through email and phone, thrives in a fast-paced environment, and takes pride in providing outstanding customer service while keeping projects moving forward.

Key Responsibilities

• Serve as the primary liaison between customers and the Estimating team.
• Respond promptly to customer inquiries regarding products, pricing, lead times, and order status.
• Receive and process customer quote requests and sales orders accurately, then ensure all inquiries are resolved in a timely manner.
• Proactively follow up on open quotations to answer questions, gather feedback, and identify opportunities to move projects forward.
• Coordinate with Estimating Team on necessary information to ensure timely and accurate quotations.
• Maintain regular communication with new and existing customers primarily through email and/or phone communication as needed.
• Assist with order acknowledgments, documentation, and other administrative support activities.
• Coordinate internally with Sales, Engineering, Production, and Shipping to communicate order updates and resolve customer issues.
• Identify opportunities to improve customer service processes and communication.
• Maintain a professional, responsive, and customer-first approach in every interaction.
• Perform general office, clerical, and administrative duties to support the Estimating, Sales, and Customer Service teams while ensuring efficient day-to-day office operations.

Qualifications

• 2+ years of customer service, sales support, inside sales, or order management experience.
• Exceptional written communication skills with a strong focus on professional email correspondence.
• Excellent organizational and time management skills with the ability to manage multiple priorities.
• Strong attention to detail and follow-through.
• Comfortable working with ERP, CRM, and Microsoft Office applications.
• Ability to communicate effectively with customers and internal departments.
• Self-motivated with a proactive, solutions-oriented mindset.
• Experience in manufacturing, construction, building products, or industrial environments is a plus.

Preferred Qualifications & Attributes

• Customer-focused with a commitment to delivering exceptional service.
• Excellent interpersonal and communication skills.
• Positive, team-oriented mindset with a collaborative approach.
• Highly organized, reliable, and detail-oriented.
• Self-motivated and able to work independently while contributing to a team environment.
• Naturally curious with a willingness to learn and adapt to new technologies and technical products.

Benefits

Medical, Dental, Optical, and additional add-on options, 401(k)

Vacation/Paid Holidays

**This role will be on-site at our Lutz, FL office

Company History

The company was founded in 1991 and is headquarters in Lutz, Florida. It has supplied retrofit framing systems for more than 120 million square feet of roofing projects across North America. Roof Hugger is part of the LSI Group (Logan Stamping). LSI Group was recently acquired by Worthington Enterprises and is part of their expanding Building Products business.

**This role will be on-site at our Lutz, FL office