Customer Experience Representative II

Customer Experience Representative II

The Customer Experience Representative II is a senior customer service role responsible for supporting daily customer service operations for custom insulating glass orders. This position manages order entry, customer communication, schedule changes, production support, quality-related requests, shipping coordination, customer reporting, and new customer onboarding.

This role works closely with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to ensure accurate order processing, timely customer support, and professional communication throughout the full order lifecycle. The Customer Experience Representative II is expected to take ownership of complex customer needs, support customer-facing meetings, and assist with reporting used to measure service performance and account activity.

Order Management and Customer Support

Review and respond to daily customer service emails, including late-order updates and new due date communication.

Manage customer inquiries related to order changes, cancellations, expedites, and order status requests.

Process requests to mark orders with PR or QAT designations as needed.

Identify walk units requiring expedited handling and coordinate with operations for walk truck shipments.

Prepare customer quotes and support quote follow-up.

Provide professional and timely follow-up on customer concerns, order questions, and service requests.

Train customers on WEB and ROE order entry tools.

Set up new customer accounts and support the customer onboarding process.

Participate in weekly customer-facing meetings as needed.

Order Entry and System Processing

Import customer orders into the system and complete manual order entry when required.

Manage WOC (Waiting on Customer) holds for issues such as spacer changes, max glass restrictions, missing information, or other production constraints.

Batch orders appropriately to support production flow.

Audit manual entry for accuracy and completeness.

Review FTP folders daily to verify file receipt and processing.

Work with Systems and internal departments to resolve order processing issues.

Production and Manufacturing Support

Prepare open-order details and customer priority information for production meetings.

Attend manufacturing meetings and communicate customer priorities, constraints, and changes.

Coordinate with Scheduling and Production regarding late orders, holds, remakes, and exceptions.

Support department planning for vacation coverage, backup responsibilities, and holiday schedules.

Communicate production-related impacts to customers in a clear and professional manner.

Quality, Warranty, and Reporting

Audit hold policies and ensure compliance with internal procedures.

Review exception reports and follow up on required actions.

Track and report operational and customer service metrics.

Mark units older than one month with a PR designation, as required.

Review multiple remake reports and support remake communication and processing.

Manage warranty reports, denied claims, and warranty research.

Investigate customer issues and gather supporting documentation for internal review.

Maintain accurate records to support communication, accountability, and follow-up.

Shipping and Logistics Coordination

Coordinate truck pickups and customer pickup requests.

Communicate shipping status and special handling needs with Shipping and Scheduling.

Support customer delivery planning and transportation communication.

Assist with customer communication regarding missed shipments, partial shipments, and updated delivery timing.

Sales Reporting and Account Support

Prepare and maintain customer scorecards.

Support Quarterly Business Review preparation.

Assist with stocking program tracking and communication.

Support customer forecast collection and reporting.

Provide account-level reporting to Sales and internal leadership as needed.

Coordinate with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to resolve issues and support customer needs.

Monitor open orders, exceptions, aging items, remakes, and warranty-related activity to ensure timely follow-up.

Assist with warranty questions, claim research, denied claims, and supporting documentation.

Coordinate customer pickups, truck scheduling, and shipping-related communication.

Prepare customer scorecards, sales reports, forecast information, stocking program updates, and Quarterly Business Review support.

Maintain accurate records, reports, and documentation.

Requirements

Required Skills/Abilities:

Knowledge of custom-order manufacturing processes.

Experience handling production-related communication, delivery schedules, and customer order changes.

Ability to remain professional and calm when managing urgent requests or customer concerns.

Strong communication, organizational and follow-up skills.

Ability to support customer meetings, reporting, and account-level communication.

Ability to identify issues, escalate appropriately, and help drive resolution.

Education and/or Experience:

High school diploma or equivalent

A minimum of 3 to 5 years of or order entry/customer service experience in Production based business environment requested.