LSBG Customer Service Rep

Woodgrain; Georgia; Hybrid; USD 35,000 - 52,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Health Savings Account (HSA)

Flexible Spending Account (FSA)

401(k) with Company Match

Group Term Life Insurance and AD&D

Long-Term & Short-Term Disability

Voluntary Supplemental Hospital and AD

Employee Assistance Program

8 company paid holidays & 1 floating

Paid Time Off (PTO)

Job summary

Windsor Windows & Doors in Leesburg, GA, is seeking a Customer Service Representative to act as a key liaison between customers, sales, scheduling, production, shipping, transportation, and quality in a fast-paced manufacturing environment. You will process orders, manage accounts, resolve issues, provide product information, and ensure timely communication throughout order fulfillment.

Strong communication, problem-solving, and multitasking skills are essential.

Qualifications

• High school diploma or equivalent required.
• Associates or bachelor’s degree preferred.
• Minimum of two years of customer service experience preferred.
• Manufacturing industry experience preferred.
• Experience with SAP and EDI systems preferred.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and other channels.
• Process customer orders accurately using SAP and/or any other company systems.
• Maintain customer accounts, including pricing updates and account information changes.
• Assist customers with online credit applications and account setup.
• Process customer credits, debits, adjustments, and payment information.
• Provide product information, quotations, warranty information, and terms of sale.
• Coordinate order changes, additions, and cancellations with scheduling, production, and shipping departments.
• Monitor order status and communicate updates to customers and sales representatives.
• Prepare and distribute shipping reports and delivery information when requested.
• Work closely with all departments to support customer shipments.
• Resolve customer complaints and product quality concerns by identifying root causes, coordinating corrective actions, and ensuring timely resolution.
• Partner with the Quality Manager to investigate and resolve product-related issues.
• Maintain accurate records of customer interactions, transactions, and account activity.
• Recommend product or service improvements by gathering customer feedback and identifying customer needs.
• Package and ship product samples and marketing materials to customers and sales personnel.
• Provide backup coverage for other Customer Service team members.
• Maintain spreadsheets, reports, and departmental documentation.
• Contribute to departmental goals and perform other duties as assigned.

Skills

Exceptional customer service

Relationship-building

Verbal & written communication

Phone etiquette

Problem-solving

Multitasking

Organizational skills

Attention to detail

MS Excel/Word/Outlook

Learn company software

Education

High school diploma

Associate or bachelor’s degree preferred

Tools

SAP

EDI systems

Job description

Posting Area: Operations + Manufacturing

Job Location: Leesburg, GA

Windsor Windows & Doors, a division of Woodgrain, manufactures wood, vinyl and cellular PVC windows and patio doors. We specialize in designing and crafting quality products to the customer’s exact specifications. With manufacturing facilities in Iowa and North Carolina, our products are sold throughout the United States, Mexico, and Canada.

Windsor Windows & Doors aspires to be the window company that is Easy To Do Business With. This means that we strive to provide superior service, meet the highest of standards, adapt to changing market conditions, and exceed customer’s expectations. We are committed to building quality products and building lasting relationships within the residential construction industry.

We have been successful because of the diligence and hard work of our people, and the employees are recognized as the company’s most important asset. It is our mission to create a workplace where people feel supported, encouraged, valued, and respected.

Position Summary

The Customer Service Representative provides exceptional service to an assigned customer base by building and maintaining professional relationships that support customer satisfaction and company growth. This role serves as a key liaison between customers, sales, scheduling, production, shipping, transportation, and quality departments in a fast-paced manufacturing environment. The Customer Service Representative is responsible for processing orders, managing customer accounts, resolving issues, providing product information, and ensuring timely communication throughout the order fulfillment process.

Essential Duties and Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
• Process customer orders accurately using SAP and/or any other company systems.
• Maintain customer accounts, including pricing updates and account information changes.
• Assist customers with online credit applications and account setup.
• Process customer credits, debits, adjustments, and payment information.
• Provide product information, quotations, warranty information, and terms of sale.
• Coordinate order changes, additions, and cancellations with scheduling, production, and shipping departments.
• Monitor order status and communicate updates to customers and sales representatives.
• Prepare and distribute shipping reports and delivery information when requested.
• Work closely with all departments to support customer shipments.
• Resolve customer complaints and product quality concerns by identifying root causes, coordinating corrective actions, and ensuring timely resolution.
• Partner with the Quality Manager to investigate and resolve product-related issues.
• Maintain accurate records of customer interactions, transactions, and account activity.
• Recommend product or service improvements by gathering customer feedback and identifying customer needs.
• Package and ship product samples and marketing materials to customers and sales personnel.
• Provide backup coverage for other Customer Service team members.
• Maintain spreadsheets, reports, and departmental documentation.
• Contribute to departmental goals and perform other duties as assigned.

Qualifications

Education and Experience

• High school diploma or equivalent required.
• Associate or bachelor's degree preferred.
• Minimum of two years of customer service experience preferred.
• Manufacturing industry experience preferred.
• Experience with SAP and EDI systems preferred.

Knowledge, Skills, and Abilities

• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication skills.
• Excellent phone etiquette and active listening abilities.
• Strong problem-solving and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• High attention to detail and accuracy.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Ability to learn and utilize company-specific software programs.
• Ability to document customer interactions accurately and thoroughly.
• Ability to work independently and collaboratively within a team environment.
• Positive attitude and adaptability when working with diverse customers and situations.

Reporting Structure

• Reports directly to the Customer Service Manager.
• No supervisory responsibilities.

Physical Requirements

• Ability to occasionally lift and carry up to 50 pounds.
• Frequent use of computers, phones, and office equipment.

Work Environment

• Primarily office-based environment.
• Occasional exposure to manufacturing and production areas.
• May be exposed to noise, moving machinery, and material handling activities.
• Required safety equipment must be worn when entering production areas.

Summary of Company Benefits:

• Health, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• 401(k) with a Company Match
• Group Term Life Insurance and AD&D
• Employer Paid Long-Term & Short-Term Disability
• Voluntary Supplemental Hospital and Accident Plans
• Employee Assistance Program
• 8 Company Paid Holidays & 1 Floating Holiday
• Paid Time Off (PTO)

Equal opportunity employment | Competitive compensation and benefits | Pre-employment drug screen and background check required