Customer Service Specialist

Joyce Manufacturing; 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

Vacation time

PTO

Job summary

Joyce Manufacturing is seeking a Customer Service Representative in Berea, OH to handle warranty and service inquiries for residential building products. You will coordinate with internal teams, process requests, and ensure timely resolution while maintaining high customer satisfaction.

The role requires 2–3 years in customer service within manufacturing, strong communication, data entry skills, and proficiency in Microsoft Office; experience with FeneVision is a plus.

Qualifications

• 2–3 years of customer service experience in manufacturing or related environments.
• Experience supporting service requests, order entry, or customer account management.
• Knowledge of building materials, windows and doors preferred but not required.
• High School Diploma or equivalent.
• Excellent verbal and written communication, with calm handling of escalations.
• Proficiency in Microsoft Office (Word & Excel).
• Knowledge of ERP system FeneVision preferred; training provided.
• Team player with interpersonal skills.
• Ability to juggle inbound calls, quoting, and service requests.
• Analytical mindset to interpret customer data and improve satisfaction.

Responsibilities

• Answer incoming customer calls and inquiries professionally and promptly.
• Process warranty claims, service requests, and documentation in FeneVision.
• Assist customers with troubleshooting resources and process guidance.
• Collaborate with internal departments to resolve order-related issues.
• Expedite special requests to meet deadlines.
• Perform data entry and documentation management; support departmental goals.

Skills

Customer service

Communication skills

Detail-oriented

Data entry

Time management

Multitasking

Education

High School Diploma

Tools

FeneVision

Microsoft Word

Microsoft Excel

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

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.