Customer Service Coordinator

FALK Panel USA

Customer Service Coordinator

Location: Walker, MI

Compensation and Benefits

• Full-time, W-2 employment
• Base pay of $50k to $60k, depending on experience
• Monthly performance bonus opportunity of up to 8% of base earnings
• 100% company-paid medical, dental, and vision insurance premiums for employees, spouses, and dependents
• Benefits begin on the first day of the month following the employee's hire date
• 11 paid holidays
• 40 hours of PTO after 90 days
• An additional 40 hours of PTO after six months
• An additional 40 hours of PTO after two years
• PTO renews annually on January 1, with up to 40 hours eligible to carry over
• $500 gym reimbursement
• Monthly catered lunches
• Company-sponsored events, including family-friendly summer and winter events, pickleball, and golf outings

Support Exceptional Customer Service in the Construction Industry

FALK Panel USA is seeking a highly organized and detail-oriented Customer Service Coordinator to serve as the administrative hub of our customer service department. This in-office role is responsible for directing incoming customer service inquiries, managing documentation, coordinating warranty and logistics paperwork, and ensuring customer requests move efficiently through the organization.

The ideal candidate is an excellent communicator with outstanding organizational skills, a professional phone presence, and the ability to manage multiple priorities while working collaboratively across departments.

Key Responsibilities

• Answer and route incoming customer service calls to the appropriate department, including Technical Field Customer Service, Sales, or Operations.
• Gather customer information to ensure requests are accurately directed.
• Maintain a professional and courteous phone presence when interacting with customers, contractors, and project stakeholders.
• Prepare, send, and organize warranty documentation upon project closeout.
• Maintain accurate files for warranty documents, claims, and customer correspondence.
• Search SharePoint to locate documentation supporting claims and issue resolution.
• Process logistics claims and compile all required supporting documentation.
• Track logistics claims through resolution while coordinating with internal departments.
• Follow up on outstanding documentation needed to complete claims.
• Maintain and update the deficiencies spreadsheet with accurate project information.
• Coordinate with internal teams to obtain updates on open deficiencies.
• Prepare job-site visit reports using information provided by the Technical Customer Service Coordinator.
• Work closely with Technical Field Customer Service, Sales, Operations, and Quality teams to resolve customer service-related issues.
• Comply with all company policies, procedures, and safety requirements.
• Perform other related duties as assigned.

Qualifications

• Customer service experience within the construction or building industry is required; commercial building experience is preferred.
• Confident, professional phone presence with strong verbal communication skills.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple claims, documents, and customer requests simultaneously.
• Proficiency with Microsoft SharePoint, Microsoft Excel, and other standard office software.
• Fluent in reading, writing, speaking, and understanding English.
• Strong follow-through with the ability to track tasks and documentation through completion.
• Ability to work independently while collaborating effectively with cross-functional teams.

Why Join FALK Panel USA?

At FALK Panel USA, you'll play an important role in delivering exceptional customer service by supporting the administrative processes that keep projects moving. You'll collaborate with multiple departments, contribute to customer satisfaction, and help ensure warranty and claims processes are handled efficiently and accurately.

If you are a detail-oriented professional who enjoys organization, communication, and working in a collaborative environment, we encourage you to apply.

FALK Panel USA is an Equal Opportunity Employer committed to maintaining a diverse and inclusive workplace.