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Sr. Customer Service Representative
99+ Applications Submitted for this Position

Job Description

Pittsburgh Glass Works (PGW), the #1 manufacturer and distributor of automotive glass in the United States, has an immediate opening for a Senior Customer Service Representative. This position will be located in Rochester Hills, MI. We offer an exciting and fast paced working environment, challenging responsibility, and a competitive compensation and benefits package.

Reporting to the Global Account Director, the Sr. Customer Service Representative has responsibility for customer interactions from processing orders to assuring delivery times and accurate invoices for payment. This role is accountable for resolving issues and concerns with delivery schedules, returns and credits, customer communications and customer satisfaction measurement. Through interactive processes with the customer and internal functions of sales, manufacturing, purchasing, accounts receivable, and materials personnel the successful candidate will also participate in areas of inventory management, sales forecasting and ongoing continuous improvement projects to better meet customer expectations and requirements. 


Principal Accountabilities Include:

  • Provide guidance and training for other customer service reps to foster teamwork and ensure process consistency and customer satisfaction.

  • Accurately process all customer orders and invoices in accordance with customer and PGW financial control requirements to ensure both timely receipt of demand requirements by manufacturing facilities and timely and accurate administration of sample material expediting and customer billing.

  • Communicate and resolve all lead-time issues with customers to ensure mutual agreement to established delivery schedule for product.

  • Monitor shipping performance and direct premium shipping where expedited materials are required to meet customer expectations, respectfully disputing and resolving all warranted delivery issues.

  • Initiate processes and communications with internal sales and materials personnel as well as customer purchasing and materials personnel to ensure on time deliveries and timely problem resolution and to foster excellent customer relations.

  • Investigate and correct unpaid customer invoices and deductions, resolving all issues with credits.

  • Cross train in other customer service functions/accounts to assist during times of vacation, leaves, and absences.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Job Requirements

You must have:

  • A high school diploma or equivalent

  • A minimum of three years of customer service experience in a progressive role

We prefer:

  • A college degree

  • Customer service experience with OEM customers and/or international experience

Knowledge, Skills and Abilities:

  • Strong communication skills (both verbal and written). 

  • Due to interactions with customers and multiple PGW internal resources at all levels within the company, interpersonal skills are essential in problem-solving, conflict resolution, listening, as well as sound judgment and decision-making.

  • Leadership characteristics to be able to foster a sense of teamwork within the customer service group. 

  • Proficiency in OEM glass manufacturing, distribution, and shipping know-how is most beneficial in this role.

  • Proficiency in the Microsoft Office suite of products: EXCEL, Word, Power Point, Outlook, & Access.

Job Snapshot

Employment Type Full-Time
Job Type Other
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Manufacturing, Industrial, Automotive - Motor Vehicles - Parts
Required Travel Not Specified
Job ID 2187
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Sr. Customer Service Representative

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