Senior Customer Experience Specialist – Orders & Onboarding

Intigral; Austintown Township, Northern (OH, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Paylocity is seeking a Customer Experience Representative II to support daily customer service operations for custom insulating glass orders. You will manage order entry, onboarding, scheduling changes, and production support while maintaining professional communication across the full order lifecycle.

You will collaborate with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to ensure accurate processing, timely support, and proactive customer updates.

Qualifications

• Knowledge of custom-order manufacturing processes.
• Experience handling production-related communication, delivery schedules, and customer order changes.
• Ability to remain professional and calm when managing urgent requests or customer concerns.
• Strong communication, organizational and follow-up skills.
• Ability to support customer meetings, reporting, and account-level communication.
• Ability to identify issues, elevate appropriately, and help drive resolution.

Responsibilities

• Review and respond to daily customer service emails, including late-order updates and new due date communication.
• Manage customer inquiries related to order changes, cancellations, expedites, and order status requests.
• Set up new customer accounts and support the customer onboarding process.
• Participate in weekly customer-facing meetings as needed.
• Import customer orders into the system and complete manual order entry when required.
• Work with Systems and internal departments to resolve order processing issues.
• Coordinate with Scheduling and Production regarding late orders, holds, remakes, and exceptions.
• Coordinate truck pickups and customer pickup requests.
• Communicate shipping status and special handling needs with Shipping and Scheduling.
• Assist with customer communication regarding missed shipments, partial shipments, and updated delivery timing.
• Provide account-level reporting to Sales and internal leadership as needed.
• Monitor open orders, exceptions, aging items, remakes, and warranty-related activity to ensure timely follow-up.

Skills

custom-order processes

production communication

calm under pressure

communication

meeting support & reporting

issue escalation & resolution

Education

High school diploma or equivalent

3–5 years order entry/customer service

Job description

Paylocity is seeking a Customer Experience Representative II to support daily customer service operations for custom insulating glass orders. You will manage order entry, onboarding, scheduling changes, and production support while maintaining professional communication across the full order lifecycle.

You will collaborate with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to ensure accurate processing, timely support, and proactive customer updates.