QA Regional Manager 1

Join the Duro-Last team, a brand of Amrize Building Envelope and the world's largest manufacturer of custom-fabricated commercial roofing solutions. Were seeking a Customer Service Representative I who's ready to be part of an innovative, people-first brand shaping the future of the roofing industry.

ABOUT THE

ROLEWe're looking for a Customer Service Representative I to join our team and help deliver an exceptional experience for our customers. In this role, you'll support the full order lifecycle - entering orders, resolving issues, coordinating with internal teams, and ensuring customers receive accurate, timely information. Your ability to problem-solve, stay organized, and communicate clearly will make you a trusted partner to our customers and teammates.

WHAT YOU'LL ACCOMPLISH

Order Entry & Customer Support (60%) Receive and enter customer orders via phone, email, fax, and web. Support order entry for Duro-Guard product lines. Ensure orders are accurate, complete, and aligned with product specifications. Identify and correct incomplete or inaccurate customer submissions. Navigate all required systems with confidence. Understand product capabilities, shipping methods, manufacturing processes, and inventory locations. Collaborate with related departments as needed during the ordering process. Customer Issue Resolution (30%) Assist customers with shipping questions, returns, credits, order changes, and general service needs. Investigate concerns across required systems and determine appropriate solutions. Escalate issues or pricing exceptions when needed. Process credits/returns up to $500 without approval. Coordinate with internal teams such as Warranty, Inventory, Shipping, Production, and Accounting. Follow up with outside vendors to ensure timely resolution. OEM Order Support (5%) Enter standard OEM orders and prepare basic quotes. Apply general knowledge of OEM customer needs and calculate required materials. Additional Responsibilities (5%) Provide support for other customer service functions including CSA duties, switchboard coverage, gatekeeping, and out-of-stock notifications. Perform other tasks assigned by management.

WHAT WE'RE LOOKING FOR

Bachelor's Degree 1-2 years of customer service experience (required) Strong written and verbal communication skills Ability to remain calm and professional in challenging customer interactions Comfortable navigating multiple computer programs Strong attention to detail and accuracy Solid math skills Ability to evaluate information, problem-solve, and recommend solutions Positive, team-oriented attitude with the ability to handle multiple tasks at once

WHAT WE OFFER

Competitive salary & Bonus Incentive

Retirement Savings:

Choose from 401(k) pre-tax and/or Roth after-tax savings Medical, Dental, Vision, Disability and Life Insurance Holistic Health & Well-being programs Health Savings Accounts (HSA) & Flexible Spending Accounts (FSA) Paid time off including 12 paid holidays Paid Parental Leave (maternity & paternity) Educational Assistance Program #Duro-Last