Customer Experience Rep II

Paylocity; Northern (KY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Paylocity is seeking a Customer Experience Representative II to support daily customer service operations for custom insulating glass orders. You will manage order entry, customer communication, onboarding, and collaboration with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems throughout the order lifecycle.

The role emphasizes professional communication, accuracy, and timely follow-up, with opportunities to provide reporting and customer-facing support across multiple

Qualifications

• Experience with custom-order manufacturing processes.
• Experience handling production-related communication, delivery schedules, and customer order changes.
• Ability to remain professional and calm when managing urgent requests or customer concerns.
• Strong communication, organizational and follow-up skills.
• Ability to support customer meetings, reporting, and account-level communication.
• Ability to identify issues, elevate appropriately, and help drive resolution.

Responsibilities

• Review and respond to daily customer service emails, including late-order updates and new due date communication.
• Manage customer inquiries related to order changes, cancellations, expedites, and order status requests.
• Set up new customer accounts and support the customer onboarding process.
• Participate in weekly customer-facing meetings as needed.
• Import customer orders into the system and complete manual order entry when required.
• Work with Systems and internal departments to resolve order processing issues.
• Coordinate with Scheduling and Production regarding late orders, holds, remakes, and exceptions.
• Coordinate truck pickups and customer pickup requests.
• Communicate shipping status and special handling needs with Shipping and Scheduling.
• Assist with customer communication regarding missed shipments, partial shipments, and updated delivery timing.
• Provide account-level reporting to Sales and internal leadership as needed.
• Monitor open orders, exceptions, aging items, remakes, and warranty-related activity to ensure timely follow-up.

Skills

Custom-order processes

Production communications

Delivery schedules

Order changes

Professional communication

Communication and organization

Account-level reporting

Issue escalation

Education

High school diploma or equivalent

3–5 years order entry/customer service experience in production-based environment

Job description

Description

The Customer Experience Representative II is a senior customer service role responsible for supporting daily customer service operations for custom insulating glass orders. This position manages order entry, customer communication, schedule changes, production support, quality-related requests, shipping coordination, customer reporting, and new customer onboarding.

This role works closely with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to ensure accurate order processing, timely customer support, and professional communication throughout the full order lifecycle.

Essential Duties and Responsibilities:

• Review and respond to daily customer service emails, including late-order updates and new due date communication.
• Manage customer inquiries related to order changes, cancellations, expedites, and order status requests.
• Set up new customer accounts and support the customer onboarding process.
• Participate in weekly customer-facing meetings as needed.
• Import customer orders into the system and complete manual order entry when required.
• Work with Systems and internal departments to resolve order processing issues.
• Coordinate with Scheduling and Production regarding late orders, holds, remakes, and exceptions.
• Coordinate truck pickups and customer pickup requests.
• Communicate shipping status and special handling needs with Shipping and Scheduling.
• Assist with customer communication regarding missed shipments, partial shipments, and updated delivery timing.
• Provide account-level reporting to Sales and internal leadership as needed.
• Monitor open orders, exceptions, aging items, remakes, and warranty-related activity to ensure timely follow-up.

Requirements

Required Skills/Abilities:

• Knowledge of custom-order manufacturing processes.
• Experience handling production-related communication, delivery schedules, and customer order changes.
• Ability to remain professional and calm when managing urgent requests or customer concerns.
• Strong communication, organizational and follow-up skills.
• Ability to support customer meetings, reporting, and account-level communication.
• Ability to identify issues, elevate appropriately, and help drive resolution.

Education and/or Experience:

• High school diploma or equivalent
• A minimum of 3 to 5 years of or order entry/customer service experience in Production based business environment requested.