Position Summary The Customer Service Representative serves as a primary point of contact between our customers and our manufacturing, production, purchasing, and shipping teams. This position is responsible for processing customer orders accurately, providing product and order information, coordinating production requirements, monitoring order status, and resolving customer concerns in a timely and professional manner. Because many of our products are custom-manufactured, attention to detail is critical. The Customer Service Representative must accurately interpret customer requirements including dimensions, glass or mirror type, thickness, edgework, fabrication, hardware, quantities, delivery requirements, and other specifications before orders are released to production. Essential Duties and Responsibilities Receive and process customer purchase orders, quotes, and order requests via phone, email, and company systems. Accurately enter sales orders into the company's ERP/order management system. Review purchase orders and customer specifications for completeness and accuracy before releasing orders to production.

Confirm critical product information including:

Glass or mirror dimensions Glass/mirror thickness Product type Edgework and finishing requirements Tempering or safety requirements Holes, notches, cutouts, and other fabrication Hardware or accessories Quantities Packaging and shipping requirements Communicate order acknowledgments, pricing, lead times, and estimated completion or delivery dates to customers. Coordinate with Production, Scheduling, Purchasing, Shipping, Quality, and Sales to ensure customer requirements are understood and orders remain on schedule. Monitor open orders and proactively communicate delays, material shortages, production issues, or changes in expected completion dates. Respond promptly and professionally to customer questions regarding products, pricing, availability, order status, shipping, and delivery. Prepare and process quotes based on established pricing and company guidelines. Assist customers in identifying the appropriate products and specifications for their application while escalating technical questions when necessary. Process order changes and cancellations according to company procedures and verify whether material has already entered production. Maintain accurate customer account information, contacts, shipping addresses, pricing, and other account details. Coordinate freight and delivery information with customers and the Shipping Department. Assist with freight claims, damaged shipments, shortages, incorrect products, and other delivery-related issues. Document customer complaints and coordinate corrective actions with Quality, Production, Shipping, or Management. Process requests for replacements, remakes, credits, or returns according to company policies and required approvals. Maintain complete documentation of customer communications, order changes, approvals, and special instructions. Follow up with customers when additional information or approval is required before an order can be released to production. Support the Sales Department by providing customer information, order history, pricing information, and order-status updates. Build and maintain positive, professional relationships with customers. Perform additional administrative and customer service duties as assigned.

The successful candidate should possess:

Strong customer service and communication skills. Excellent attention to detail and order accuracy. Strong organizational and time-management skills. Ability to manage multiple customer orders and priorities simultaneously. Ability to read and understand measurements, dimensions, and basic product specifications. Comfort working with fractions and decimal measurements commonly used in the glass industry. Ability to communicate effectively with customers as well as manufacturing and warehouse personnel. Strong problem-solving skills and ability to remain professional when resolving customer complaints. Ability to recognize incomplete or conflicting order information before releasing an order to production. Basic understanding of manufacturing lead times and production processes. Proficiency with Microsoft Outlook, Excel, and other standard office applications. Ability to learn ERP, CRM, order-entry, and manufacturing software systems. Preferred Glass Industry Knowledge Previous glass industry experience is preferred but not required. Familiarity with any of the following is beneficial: Flat glass and mirror products Glass and mirror thicknesses Tempered glass Safety-backed mirror Polished and beveled edges Holes, notches, and fabrication Custom-cut glass and mirror Mirror mounting hardware and accessories Commercial and multifamily construction products Reading basic drawings, sketches, and customer specifications Education and Experience High school diploma or equivalent required. Previous customer service, order entry, manufacturing, distribution, or inside sales experience preferred. Experience in glass, mirror, building materials, construction products, or a custom manufacturing environment is highly desirable. Experience working with ERP or order-management software is preferred. Performance Expectations Success in this position will be measured by: Accuracy of customer orders and order entry Timeliness of customer responses Accuracy of information communicated to customers Reduction of order-entry errors and preventable remakes Effective communication with Production and Shipping Timely resolution of customer concerns Customer satisfaction Ability to manage orders from initial request through delivery Hours are M-F 8:30am to 5pm.

Pay:

$20.00 - $25.00 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person