Customer Service Representative

Spi Ind; Northern (KY); Hybrid; USD 29,000 - 39,000; Full time

Benefits offered by this job

Training & promotion

Health benefits

Retirement plan

Paid vacation & holidays

Job summary

Sierra Pacific Industries is seeking a Product Service Team Member for our Windows division in Medford, Wisconsin. You will work with the Service Manager, Inside Sales, customers, and sales reps to initiate and schedule service events, coordinate with contractors, and help meet customer expectations.

You’ll assist with technical guidance, handle inquiries and complaints, process orders and returns, and monitor contractor and internal service performance.

Qualifications

• 6 months of prior customer service experience.
• Demonstrated window product knowledge.
• Working knowledge of e-Bid and AS400 order systems a plus.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel.
• High regard for accuracy.
• Dependable, self-motivated, and organized.

Responsibilities

• Work with Service Manager, Inside Sales team members, customers, and sales representatives to initiate and schedule service events to completion.
• Communicate and coordinate service with customers, distributors, service contractors, and sales department.
• Partner with the sales team to meet and exceed customers’ expectations of service.
• Assist customers with verbal and written technical guidance.
• Assist in revolving complaints while recording details of inquiries, concerns, and/or complaints.
• Process service orders, warranty reorders, changes, and returns according to established departmental policies and procedures.
• Assist with training seminars.
• Work with service contractors to ensure insurance compliance within Sierra Pacific requirements.
• Process paperwork for subcontractors’ invoices.
• Issue service contractors’ work orders and guidance to resolve warranty field issues.
• Monitor service contractors’ performance metrics.
• Monitor in-house metrics for service performance.

Skills

Verbal communication

Written communication

Accuracy

Dependable & organized

Self-motivated

Tools

e-Bid

AS400

Outlook

Word

Excel

Job description

• We train and promote from within
• Excellent low-cost health benefits
• Retirement plan with employer-paid contributions
• Paid vacation and 10 holidays

At Sierra Pacific Industries, we understand our greatest strength is the people who choose to build a career with us. We are a fourth-generation family-owned company that has grown to be one of the largest lumber and millwork producers in the United States. Our more than 6,000 employees are proud to work at our state-of-the-art sawmills and other facilities, including: manufacturing, custom wood-framed windows, fabrication, millwork, veneer, cogeneration, trucking, forestry, and other operations.

Currently, we are seeking a qualified Product Service Team Member to provide effective customer service for our Windows division in Medford, Wisconsin.

About the Position

• Work with Service Manager, Inside Sales team members, customers, and sales representatives to initiate and schedule service events to completion
• Communicate and coordinate service with customers, distributors, service contractors, and sales department
• Partner with the sales team to meet and exceed customers’ expectations of service
• Assist customers with verbal and written technical guidance
• Assist in revolving complaints while recording details of inquiries, concerns, and/or complaints
• Process service orders, warranty reorders, changes, and returns according to established departmental policies and procedures
• Assist with training seminars
• Work with service contractors to ensure insurance compliance within Sierra Pacific requirements
• Process paperwork for subcontractors’ invoices
• Issue service contractors’ work orders and guidance to resolve warranty field issues
• Monitor service contractors’ performance metrics
• Monitor in-house metrics for service performance

Qualifications

• 6 months’ prior customer service experience preferred
• Demonstrated window product knowledge
• Working knowledge of e-Bid and AS400 order systems a plus
• Excellent verbal and written communication skills
• Proficient in Microsoft Outlook, Word, and Excel
• High regard for accuracy
• Dependable, self-motivated, and organized

Why Join Our Team?

Because this is more than an invitation, it's a commitment to offer opportunities for personal and professional growth to everyone! We ask people to grow with us and make the company even better.

We provide an excellent benefit package including a full Health Benefits Plan (including medical, dental, and vision) with low-cost premiums, a 401(k) with Company Match, additional Retirement Contributions, and company-paid Life Insurance.

The general wage range for this position at Sierra Pacific Industries is from $21 and $28 per hour, and is dependent upon a number of factors, including, but not limited to: relevant work experience, skill, knowledge, and/or education.

About Our Company

Sierra Pacific Industries is a fourth-generation family-owned company based in Northern California that started in 1949 and has grown to be one of the largest lumber and millwork producers in the U.S., employing around 6,500 crew members. Sierra Pacific continues to be a company where its employees are proud to work at state-of-the-art facilities and others strive to become part of the team.

We own and sustainably manage more than 2.4 million acres of timberland in California, Oregon, and Washington. Our forests are sustainably managed under a 100-year plan by Registered Professional Foresters, Wildlife Biologists, Botanists, and other professionals. We are growing forests for our future, planting over 6 million new trees every year. In Spring 2024, we planted our 300 millionth seedling on our timberlands. This milestone was decades in the making, reflecting our commitment to sustainable forest management and ensuring we have forests not just for today, but for generations to come.

Sierra Pacific effectively uses nearly 100% of every piece of wood we bring to our facilities. In fact, any small amount that isn't turned into hand-crafted doors and windows, millwork, lumber, or landscaping material is actually converted into electricity in our eight biomass-fueled power plants.

We are proud that all Sierra Pacific facilities follow our drug-free and tobacco-free policies. As part of our safety in the workplace policy, an offer of employment is subject to a negative drug screen result. We use E-verify to verify the social security number and work authorization of all newly hired employees.

Sierra Pacific is an (EOE) Equal Opportunity Employer, including those with a disability and veterans.

Sierra Pacific is an (EOE) Equal Opportunity Employer, including those with a disability and veterans.