Customer Experience Rep II

Description

The Customer Experience Representative II is a senior customer service role responsible for supporting daily customer service operations for custom insulating glass orders. This position manages order entry, customer communication, schedule changes, production support, quality-related requests, shipping coordination, customer reporting, and new customer onboarding.

This role works closely with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to ensure accurate order processing, timely customer support, and professional communication throughout the full order lifecycle. 

Essential Duties and 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.

Requirements

Required Skills/Abilities:

•  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, escalate appropriately, and help drive resolution.

Education and/or Experience:

• High school diploma or equivalent
• A minimum of 3 to 5 years of or order entry/customer service experience in Production based business environment requested.