Customer Service Specialist

Joyce Factory Direct; Berea, Northern (OH, KY); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) and Company Match

Vacation Time

PTO

Job summary

Joyce Manufacturing is seeking a Customer Service Representative to support dealers and home improvement companies with warranty and non-warranty inquiries. You will process requests, coordinate with internal teams, and help resolve issues promptly.

The ideal candidate is organized and detail-oriented, able to manage multiple tasks, and committed to delivering outstanding service. This is a full-time role reporting to Headquarters, with a Monday–Friday schedule and flexible start/end times.

Qualifications

• High School Diploma or equivalent required.
• 2-3 years of customer service experience in manufacturing or related environment.
• Excellent verbal and written communication skills.
• Ability to handle escalations calmly and professionally.
• Experience with data entry and documentation management.
• Familiarity with ERP systems preferred.

Responsibilities

• Answer incoming customer calls professionally and timely.
• Process warranty and service requests using FeneVision.
• Assist customers with troubleshooting and guidance.
• Collaborate with Field Service, Sales, Engineering, Logistics, and Management.
• Coordinate with internal teams to resolve order-related issues.
• Enter data and maintain accurate records.
• Support departmental goals and perform other duties as assigned.

Skills

Customer service

Communication

Organization

Detail-oriented

Multitasking

Education

High School Diploma or equivalent

Tools

Microsoft Word

Excel

FeneVision

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.