LSBG Customer Service Rep

FALL CREEK FARM & NURSERY; Leesburg (FL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Health Savings Account

Flexible Spending Account

401(k) with a 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

Job summary

Windsor Windows & Doors, a division of Woodgrain, is seeking a Customer Service Representative. You will serve as the primary liaison between customers and departments to ensure accurate order processing and timely communication throughout fulfillment.

You will handle orders, maintain accounts, provide product information, resolve issues, and coordinate with scheduling, production, shipping, and quality to meet customer expectations in a fast-paced manufacturing environment.

Qualifications

• Customer service experience required; two years preferred.
• Experience with SAP and EDI systems is a plus.
• Manufacturing industry experience preferred.

Responsibilities

• Process customer orders accurately using SAP and other systems.
• Maintain customer accounts and update pricing and info.
• Respond to inquiries via phone, email, and other channels.
• Coordinate order changes with scheduling, production, and shipping.
• Resolve issues and communicate updates to customers.

Skills

Exceptional customer service

Strong communication

Organizational skills

Time management

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

SAP

EDI

Microsoft Excel

Job description

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