Customer Service Representative

The Customer Solutions Representative manages assigned dealer and customer accounts while providing accurate, timely, and professional support throughout the customer journey. Reporting to the Customer Solutions Supervisor, the role serves as a trusted customer contact responsible for order execution, issue resolution, cross-functional coordination, and delivering exceptional customer experience.

Key Accountabilities

Manage Assigned Accounts and Deliver Customer Solutions - Manage assigned dealer and customer accounts, process orders, quotes, revisions, and product inquiries. Maintain accurate records and resolve customer concerns. Escalate complex matters through established channels.

Ensure Accuracy, Quality & Process Compliance - Maintain product and process knowledge, follow established standards, workflows, and policies, complete transactions accurately and efficiently, and identify and address errors before they impact customers.

Collaborate Across Functions- Partner with internal departments to support customer commitments, coordinate information and activities across teams, and promote positive business outcomes through effective communication.

Strengthen Quality, Knowledge & Continuous Improvement - Share product and process knowledge, reinforce service and quality standards, and support the adoption of approved changes. Identify recurring issues and improvement opportunities, contribute to root-cause analysis, and help implement solutions.

Qualifications & Experience

Required

• High School Diploma or equivalent required;


• Minimum 2-4 years of experience in customer service, customer support, order management, or a related business function


• Strong customer service, problem-solving, communication, prioritization, and cross-functional collaboration skills.


• Proficiency with Microsoft Office and the ability to learn and effectively use business systems.

Preferred

• Experience in manufacturing, cabinetry, building products, construction, design, or a dealer-based environment.


• Experience with order processing, quoting, technical product support, or customer issue resolution.


• Experience working with Enterprise Resource Program or customer management systems.


• Experience supporting process improvement, training, or implementation of new systems and workflows.

Accessibility accommodation is available upon request.