Customer Service Representative Level 2

Oldcastle BuildingEnvelope; Waxahachie (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Industry competitive benefits

Paid time off & holidays

Bonuses & annual raises

Training programs

Job summary

Oldcastle BuildingEnvelope is seeking a seasoned Customer Service Specialist in Texas to serve as a primary customer contact within a collaborative team. You will communicate professionally by phone and email, manage orders, provide ETAs, and coordinate with internal departments to resolve issues.

The role emphasizes ownership of customer requests, accuracy in documentation, and maintaining timely follow-ups in a fast-paced environment.

Qualifications

• High School diploma or GED required.
• 6+ years in customer service, preferably in a technical field.
• Experience with doors, windows, aluminum systems, or similar industry.
• Strong written and verbal communication; proficient with multiple software systems.
• Excellent organizational and time management with multitasking ability.

Responsibilities

• Serve as a primary contact for customers as part of a collaborative customer service team.
• Provide professional, timely communication to customers via phone and email.
• Own customer requests from initial contact through resolution with follow-up.
• Provide order status updates, ETAs, product information, and service support.
• Handle a high volume of inbound calls with professionalism and efficiency.
• Monitor a shared team inbox and ensure inquiries are addressed promptly.
• Research customer accounts, order history, and quotes to troubleshoot issues.

Skills

Customer service

Communication skills

Multitasking

Time management

Organizational skills

PC proficiency

Education

High School diploma or GED

Tools

MS Office

Job description

Come Join Us!

From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here.

Come Join Us!

From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here. Start your journey with OBE and help us build the future.

What You Get To Do:

• Serve as a primary point of contact for customers as part of a collaborative customer service team.
• Provide professional and timely communication to customers via phone and email, demonstrating respect, responsiveness, and a positive “can-do” attitude.
• Maintain ownership of customer requests from initial contact through resolution, ensuring accurate and timely follow-up.
• Provide customers with order status updates, estimated timelines (ETAs), product information, and service-related support.
• Handle a high volume of inbound customer calls while maintaining professionalism and efficiency.
• Monitor and manage a shared email inbox with the team, ensuring all inquiries are addressed in a timely manner.
• Research customer accounts, order history, and quotes to troubleshoot issues and provide accurate responses.
• Investigate and resolve issues related to customer orders, quotes, and account activity by working with internal teams.
• Communicate effectively with internal departments and Sales to gather information and resolve customer concerns.
• Maintain clear and consistent communication with customers, internal teams, and Sales regarding order status and issue resolution.
• Make order updates and changes as needed, ensuring accuracy and proper documentation.
• Perform general administrative tasks such as filing documents and maintaining records.
• Prioritize workload based on urgency and customer impact while managing multiple tasks in a fast-paced environment.
• Ensure all customer communication is handled in a timely, professional, and consistent manner.
• Meet established performance expectations and key performance indicators (KPIs), with ongoing support and guidance from management.

What We Are Looking For:

• High School diploma or equivalent (GED) required.
• Minimum of 6+ years of customer service experience, preferred.
• Experience in technical fields such as doors, windows, aluminum systems, aluminum products, partitions, or similar industry is preferred.
• Proficient in computer use and comfortable working with multiple systems and software (PC-savvy). & strong written and verbal communication skills.
• Strong organizational and time management skills with the ability to multitask and prioritize effectively. Strong attention to detail and problem-solving skills.

What OBE Offers You

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
• Work-life balance – PTO and holidays, including floating holidays you can choose
• Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
• Training – We will equip you with the knowledge and skills you need to succeed

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