Customer Support Representative

ProVia; Sugarcreek Township (OH); On-site; USD 30,000 - 42,000; Full time

Job summary

ProVia is seeking a Customer Support Representative to support the Entry Door Facility. You will work with dealers, distributors, and installers, handling orders, inquiries, and warranty questions with a focus on accuracy and service quality.

The role reports to the Entry Door Customer Support Supervisor and operates Monday–Friday, 9:00 AM–5:30 PM at the Walnut Creek Corporate Facility in Sugarcreek, OH. A collaborative team environment and customer-first mindset are essential.

Qualifications

• 1–2 years Customer Service experience preferred
• Strong written and verbal communication skills
• Ability to multitask and manage priorities in a fast-paced environment
• Proficient in Microsoft Office and basic math/measurements

Responsibilities

• Provide professional customer service and manage each situation to deliver the best experience for customers.
• Respond to inquiries via phone, email, and ProVia's online ordering system; maintain proactive follow-up with dealers, distributors, and installers.
• Process internal communications including task lists, quotes, and product needs for projects across departments.
• Manage additional tasks as assigned to support team goals.

Skills

Customer Service

Verbal Communication

Nonverbal Communication

Time Management

Tools

Microsoft Office

Job description

Position:Customer Support Representative

Location: Sugarcreek, OH

Job Id:1102

# of Openings:1

Customer Support Representative - Entry Products

Reports to: Entry Door Customer Support Supervisor

Hours: Monday-Friday 9:00AM-5:30PM

Location: Walnut Creek Corporate Facility (2150 SR-39, Sugarcreek, OH 44681)

Summary

This position is a member of the Customer Experience team that provides support and order processing for products and components manufactured by ProVia's Entry Door Facility. The department is focused on establishing long-term relationships with ProVia's customers, promoting increased service and product sales for both the Customer and ProVia. The employee is expected to uphold and represent ProVia’s Purpose, Vision, Mission, and Values.

Essential Duties and Responsibilities

Essential Duties and Responsibilities include but are not limited to the following:

• Provide professional class service. Manage and take ownership of every situation as it comes up in order to provide the best service to Customers.
• Be available and respond to Customer inquiries via phone, email, and ProVia's online ordering application as assigned. Build relationships and be a preferred point of contact for Dealers, Distributors, and Installers through diligent follow-up and proactive communications regarding account specifics, orders, shipments, product configurations, and warranty claims. Complete communications and tasks with promptness, completeness, and a serving attitude.
• Process internal communications that include but not limited to; task lists, order quoting, and products needed for projects and other departments serving both internal and external customers.
• Manage tasks outside of primary responsibilities as assigned.

Qualifications

This position requires a motivated, detailed-oriented individual who has excellent communication, technical, and organizational skills sets, and who enjoys working in a team atmosphere.

• Relational Skills
  • Nonverbal Communication: Clearly conveys information through written messages; seeks clarification appropriately; responds well to questions; maintains professional verbal/nonverbal communication in any situation. Writes clearly using correct grammar, spelling, and punctuation.
  • Verbal Communication- Communicates clearly and can have effective, collaborative supportive discussions regarding issues and questions.
  • Must be able to take direction and remain positive during conflict.
  • Preferred 1-2 years Customer Service experience.
• Technical Skills
  • Proficient in computer usage is required such as Microsoft Office.
  • Mechanical aptitude
  • Mid-level math aptitude: understanding of decimals/fraction conversions, measurement, and sizing.
  • A comprehensive understanding of the product lines for which the department is responsible, or a strong desire and aptitude to learn.
  • Preferred working knowledge of construction terms.
• Organizational Skills
  • Prioritizes customer’s needs; multi-tasks; efficient time management; deadline oriented; meets commitments; prompt responses. Finds satisfaction in managing one’s own work with a sense of quality.
  • Able to recognize a sense of urgency in serving our Customers.
  • Willingness to maintain a long-term commitment to the position.