Job purpose A Customer Experience Representative is the primary point of contact for customers and outside sales personnel regarding order and product questions. They also serve as a link between customers, manufacturing, traffic and purchasing. A Customer Experience Representative is responsible for all order entry/order evaluation for windows and doors manufactured daily. Duties and responsibilities - Review and enter all incoming order and quote requests
- Develop and maintain relationships with existing and new customers
- Partner with outside sales team to assist with customer needs
- Answer/Evaluate customer questions on technical product, pricing and or/billing and direct to the corresponding area if needed.
- Evaluate and enter all warranty requests
- Responsible for taking phone calls and emails on product/order related issues from customer, homeowners, sales, and internal customers. Researches and provides problem resolution.
- Communication with customers on items that will miss a promised delivery due to either manufacturing, inventory shortage or delivery conditions
- Perform other duties as assigned
Qualifications - 2 or more years of prior customer service experience
- Strong positive attendance history
- Proficient computer skills
- Clear communication skills with the ability to use positive language
- Ability to multi-task and manage expectations
- Attention to detail
- Team oriented
Preferred - Phone customer service experience
- Knowledge of the fenestration industry
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