Customer Service Specialist

Joyce Windows, Sunrooms & Baths; Berea (OH); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid vacation

Job summary

Joyce Manufacturing in Berea, OH, is seeking a Customer Service Representative specializing in residential building products. You will be a key contact for dealers and home improvement companies, handling warranty and non-warranty inquiries and coordinating with internal teams to resolve issues.

The role emphasizes organization, attention to detail, and a commitment to outstanding customer service. It is a full-time position reporting to Headquarters, with Monday–Friday hours and flexible

Qualifications

• 2-3 years of customer service experience in manufacturing, service, office, or related environment.
• Experience supporting service requests, order entry, or customer account management.
• Prior experience and knowledge of building materials, windows, and doors.

Responsibilities

• Answer incoming customer calls and respond professionally, accurately, and timely.
• Process warranty claims, service requests, and related documentation using FeneVision.
• Support customers with troubleshooting resources and process guidance.
• Collaborate with internal departments to resolve customer concerns and order-related issues.
• Expedite special requests and coordinate solutions to meet deadlines and expectations.
• Maintain a positive, flexible, solution-oriented approach to customer concerns.

Skills

Customer service

MS Office

FeneVision

Data entry

Communication skills

Education

High School Diploma

Tools

FeneVision

Microsoft Office

Job description

Join our team at Joyce Manufacturing as a Customer Service Representative specializing in residential building products. In this role, you will serve as a key point of contact for dealers and home improvement companies, assisting with warranty and non-warranty service inquiries, processing various requests, and coordinating with internal teams to ensure timely and effective resolution of customer concerns. The ideal candidate is highly organized, detail-oriented, and committed to delivering outstanding customer service. This is a full-time position that reports to the company Headquarters Monday through Friday. Flexible with start and end times.

What you’ll do

• Answer incoming customer calls and respond to inquiries professionally, accurately, and in a timely manner.
• Using Fenevision, process warranty claims, service requests, and related documentation while maintaining a high level of customer satisfaction.
• Support customers with troubleshooting resources and process guidance.
• Collaborate with internal departments, including Field Service, Sales, Engineering, Logistics, Plant Operations, and Management to resolve customer concerns and order-related issues.
• Expedite special requests and coordinate solutions to meet customer deadlines and expectations.
• Maintain a positive, flexible, and solution-oriented approach when addressing customer concerns and changing priorities.
• Perform clerical and administrative tasks, including data entry and documentation management.
• Support departmental goals and perform other duties as assigned.

Preferred

• 2-3 years of customer service experience in a manufacturing, service, office, or related environment.
• Experience supporting service requests, order entry, or customer account management.
• Prior experience and knowledge of building materials, windows, and doors.

Minimum Requirements

• High School Diploma or equivalent required.
• Previous experience in customer service or sales. Experience in the window & door industry, building maintenance or construction is desired, but not required.
• Excellent verbal and written communication skills, with a proven ability to handle customer escalations calmly and professionally.
• Task-oriented with sense of urgency.
• Ability to establish relationships with customers, vendors, and employees alike.
• Working knowledge of Microsoft Office. Microsoft Word & Excel required.
• Knowledge of ERP system FeneVision preferred but not required, training provided.
• Team player with excellent interpersonal and communication skills.
• Capacity to juggle inbound calls, quoting, and service requests simultaneously without sacrificing attention to detail.
• Analytical mindset to interpret customer data and help improve overall satisfaction and efficiency.

Benefits:

• Health, dental, and vision insurance
• 401(k) and Company Match
• Vacation Time
• PTO

Salary:

Competitive hourly pay based on experience, typically ranging from $20-$25 per hour. Exceptional candidates with directly relevant experience may be considered above this range.