Customer Service Representative

O'Neil's Glass; Fort Wayne (IN); On-site; USD 36,000 - 44,000; Full time

Job summary

O'Neil's Glass is seeking a floater CSR to learn and support our customer service team. The role focuses on effective communication with customers, vendors, and the shop team while delivering excellent service in a fast-paced environment.

Responsibilities include processing orders, inventory tracking, coordinating with vendors/builders, and handling administrative duties with accuracy and urgency.

Qualifications

• Basic math, geometry, and percent calculations.
• Ability to read a tape measure accurately.
• Strong problem solving and critical thinking.
• Clear written and verbal communication with customers.
• Highly organized with time management and prioritization.
• Proficiency with Word, Excel, Outlook for daily tasks.

Responsibilities

• Coordinate with customers, vendors, and management to move high volumes of work orders.
• Answer incoming calls, greet walk-in customers, and provide courteous service.
• Enter orders for stock glass, shop, and office supplies accurately.
• Track inventory and manage shipping/receiving invoices.
• Coordinate and prioritize orders with vendors and builders.
• Produce cost estimates from drawings or client descriptions.

Skills

Math basics

Reading tape measure

Critical thinking

Communication

Organizational skills

Microsoft Suite

Tools

Microsoft Office

Job description

Position is designed to be a floater and learn the job duties associated with our CSR team by line of service. A main function of the position is to effectively communicate with our customers, vendors, and shop team while providing excellent customer service. The ability to learn and multi-task in a fast-paced environment is essential.

Responsibilities:

• Coordinate with customers, vendors, and management to facilitate the flow of a high volume of work orders
• Happily, answers incoming calls and greets/helps walk-in customers
• Accurately enters orders for stock glass, shop, and office supplies
• Inventory tracking
• Coordinate and prioritize orders with vendors and builders
• Produce cost estimate from drawings or client description
• Submit orders for fabrication in our onsite shop along with our various vendors
• Schedule delivery and install with clients
• Track shipping and receiving invoices
• Accounts Receivable - post checks
• Track shipping/receiving invoices and code appropriately
• Maintain petty cash
• Process and maintain credit card receipts
• General administrative duties including data entry and filing

Requirements for Success:

• Mathematically Inclined - Basic Math, Geometry skills, able to work with percentages, fractions, and decimals
• Must be able to read a tape measure
• Critical thinking and problem solving
• Able to thrive in a challenging environment in a positive manner
• Able to understand and accurately communicate customer's needs
• Strong working knowledge and proficiency of the Microsoft Suite (Word, Excel, Outlook)
• Understanding of specifications, work scopes and construction procedures
• Strong customer service and office administrative skills
• Excellent written and verbal communication skills
• Ability to collaborate with others
• Highly organized, with strong time management skills
• Possess a sense of urgency and prioritization skills
• High attention to detail
• Prior customer service experience and desire to provide exceptional service