Customer Service Representative

Customer Service Representative

Windsor Windows & Doors, a division of Woodgrain, manufactures wood, vinyl, and cellular PVC windows and patio doors. We specialize in designing and crafting quality products to the customer's exact specifications. With manufacturing facilities in Iowa and North Carolina, our products are sold throughout the United States, Mexico, and Canada. We aspire to be the window company that is easy to do business with, providing superior service, meeting the highest standards, adapting to changing market conditions, and exceeding customer expectations.

Position Summary: The Customer Service Representative provides exceptional service to an assigned customer base by building and maintaining professional relationships that support customer satisfaction and company growth. This role serves as a key liaison between customers, sales, scheduling, production, shipping, transportation, and quality departments in a fast-paced manufacturing environment. The Customer Service Representative is responsible for processing orders, managing customer accounts, resolving issues, providing product information, and ensuring timely communication throughout the order fulfillment process.

Essential Duties and Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
• Process customer orders accurately using SAP and/or any other company systems.
• Maintain customer accounts, including pricing updates and account information changes.
• Assist customers with online credit applications and account setup.
• Process customer credits, debits, adjustments, and payment information.
• Provide product information, quotations, warranty information, and terms of sale.
• Coordinate order changes, additions, and cancellations with scheduling, production, and shipping departments.
• Monitor order status and communicate updates to customers and sales representatives.
• Prepare and distribute shipping reports and delivery information when requested.
• Work closely with all departments to support customer shipments.
• Resolve customer complaints and product quality concerns by identifying root causes, coordinating corrective actions, and ensuring timely resolution.
• Partner with the Quality Manager to investigate and resolve product-related issues.
• Maintain accurate records of customer interactions, transactions, and account activity.
• Recommend product or service improvements by gathering customer feedback and identifying customer needs.
• Package and ship product samples and marketing materials to customers and sales personnel.
• Provide backup coverage for other Customer Service team members.
• Maintain spreadsheets, reports, and departmental documentation.
• Contribute to departmental goals and perform other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Associate or bachelor's degree preferred.
• Minimum of two years of customer service experience preferred.
• Manufacturing industry experience preferred.
• Experience with SAP and EDI systems preferred.

Knowledge, Skills, and Abilities:

• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication skills.
• Excellent phone etiquette and active listening abilities.
• Strong problem-solving and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• High attention to detail and accuracy.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Ability to learn and utilize company-specific software programs.
• Ability to document customer interactions accurately and thoroughly.
• Ability to work independently and collaboratively within a team environment.
• Positive attitude and adaptability when working with diverse customers and situations.

Core Competencies:

• Customer Service Excellence
• Product Knowledge
• Quality Focus
• Market Awareness
• Documentation and Record Keeping
• Communication and Listening Skills
• Conflict Resolution
• Negotiation Skills
• Attention to Detail
• Analytical Thinking
• Problem Solving
• Organization and Planning
• Adaptability
• Multitasking
• Teamwork
• Computer Proficiency
• Ability to Work Under Pressure

Reporting Structure:

• Reports directly to the Customer Service Manager.
• No supervisory responsibilities.

Physical Requirements:

• Ability to occasionally lift and carry up to 50 pounds.
• Frequent use of computers, phones, and office equipment.

Work Environment:

• Primarily office-based environment.
• Occasional exposure to manufacturing and production areas.
• May be exposed to noise, moving machinery, and material handling activities.
• Required safety equipment must be worn when entering production areas.

Summary of Company Benefits:

• Health, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• 401(k) with a Company Match
• Group Term Life Insurance and AD&D
• Employer Paid Long-Term & Short-Term Disability
• Voluntary Supplemental Hospital and Accident Plans
• Employee Assistance Program
• 8 Company Paid Holidays & 1 Floating Holiday
• Paid Time Off (PTO)

Equal opportunity employment | Competitive compensation and benefits | Pre-employment drug screen and background check required All legitimate Woodgrain job opportunities must be applied for through our official Applicant Tracking System at jobs.woodgrain.com or through our partnership with Indeed using their "Apply with Indeed" feature. Woodgrain will never ask candidates for money to cover hiring costs. Woodgrain does not charge any fees for job applications or hiring procedures.