Transportation Customer Experience Representative ll Representiave ll

Pay.Com; Troy (OH); On-site; USD 45,000 - 70,000; Full time

Job summary

Clopay Corporation, headquartered in Mason, OH, is hiring a Transportation Customer Experience Representative II at our Troy, Ohio location. You will be the main contact for scheduling carrier-delivered appointments, maintain TMS accuracy, and collaborate with multiple departments to ensure on-time performance and high customer satisfaction.

The role requires an Associates degree or equivalent and at least 5 years in customer service.

Qualifications

• Associates degree or equivalent preferred.
• Minimum of 5 years of experience in customer service or similar position.
• Ability to read and interpret documents and write reports.
• Strong communication with internal teams, customers and carriers.
• Proficiency with Windows Office, Excel, Oracle and SmartSheets.

Responsibilities

• Be primary contact for scheduling delivery appointments for Clopay accounts with carrier network.
• Ensure appointments are correctly entered in the TMS system and tracked.
• Coordinate with carriers to ensure on-time pickups and deliveries.
• Collaborate with Shipping to align load completion times with schedules.
• Verify load arrival times against customer appointment windows.
• Provide backup support for scheduling, customer experience, and job site coordination.
• Develop and maintain process flow charts for OP&C, load tracking and appointment setting in TMS.

Skills

Reading & interpreting documents

Report writing

Effective communication

Team collaboration

Problem solving

Windows Office

Excel

Communication with customers

Education

Associates degree or equivalent

Tools

Windows Office

Excel

Oracle

SmartSheets

Job description

Open the Door to Your Future with Clopay Corporation & CornellCookson

At Clopay Corporation, we are more than just North America’s largest residential and commercial garage door manufacturer—we are a powerhouse of innovation, safety, and design. Through our premier brands, we lead the industry in providing groundbreaking high-performance closure solutions for both the places people call home and the spaces where the world does business.

Headquartered in Mason, Ohio, and operating state-of-the-art manufacturing facilities in Troy, Ohio, Mountaintop, Pennsylvania, and Goodyear, Arizona, we are a proud American-owned company and a wholly-owned subsidiary of Griffon Corporation. Our reach extends across 55+ distribution centers and thousands of retail locations in the U.S. and Canada ensuring that we deliver the right door for every opening - from homes to businesses and beyond.

By joining our team, you become part of a legacy that blends the residential elegance of Clopay, known as "America’s Favorite Garage Doors," with the industrial strength and 180-year heritage of our rolling brands, Cornell and Cookson. Together, we secure everything from family garages to the world's most iconic stadiums and skyscrapers.

We currently have an opening for a Transportation Customer Experience Representative ll, in our Troy, Ohio location.

Responsibilities/Principal Duties:

• Will be a primary point of contact for scheduling delivery appointments to Clopay accounts on behalf of carrier network.
• Responsible for making sure appointments are input properly in TMS system.
• Works with carriers to make sure load pick-ups and deliveries are occurring in proper time frame.
• Works hand in hand with Shipping department to identify load completion times.
• Work with load tracking system to verify arrival times satisfy the appointment times provided to customers.
• Support and act as backup for scheduling team, customer experience team and job site coordinator
• Develop and maintain process flow charts for team for OP&C, load tracking and appointment setting within TMS, along with new initiatives as needed.
• Will have contact and communication with various departments in the plant and extensive contact with external carriers, customers and service application vendors.

Education:

Associates degree or equivalent preferred.

Experience

Minimum of 5 years of experience in customer service and/or similar position.

Required Skills

Ability to read and interpret documents. Must be able to write reports and construct analysis as backup documentation. Ability to speak effectively with employees of organization, customers and external vendors. Ability to use Windows Office, Excel, Oracle and SmartSheets. Ability to add, subtract, multiply and divide in units of measure, using whole numbers, common fractions and decimals. Ability to calculate cost per unit, cost per mile, miles per hour, cost as a percent of sales, etc. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

We don't just manufacture doors; we engineer the "front door" of the American dream and the security of global commerce. At Clopay, we believe our strength lies in our people. From our design engineers to our manufacturing associates and delivery drivers, every member of the team plays a vital role in our success

Our team members thrive because we prioritize:

• Unrivaled Scale: Work for a market leader with a massive manufacturing footprint and a reputation for excellence that spans nearly two centuries.
• A Culture of "What's Next": We invest heavily in automation, sustainable materials, and smart-home integration to stay ahead of the curve.
• Commitment to People: As a Griffon Corporation company, we provide the stability of a large organization with the tight-knit, collaborative feel of a specialized craft team.
• A Legacy of Expertise: Join our "Pioneer Club"—a group of over 440 employees who have been with us for 20 years or more. We offer the stability of a market leader and a place where you can truly grow a lifelong career.
• Commitment to Innovation: We aren’t just keeping up with industry trends; we’re setting them. Whether it’s our exclusive WINDCODE® technology or our award-winning designs, we provide the tools for you to do your best work.
• Community Focused: Our success is linked to the well‑being of our neighbors and communities. Through our partnership with Habitat for Humanity, Clopay employees help provide homes and security to families in the communities where we live and work.

Equal Opportunity Employer