What are the responsibilities and job description for the Customer Relations Specialist position at Wisenbaker Builder Services, Inc.?
Job Purpose
The Customer Service Representative plays a pivotal role in ensuring a seamless customer experience by managing order processing and communication between customers and the manufacturing plant. This position requires excellent organizational skills, attention to detail, and a customer-centric mindset to maintain high levels of satisfaction and operational efficiency.
Primary Duties & Responsibilities
- Order Management:
- Receive and review customer orders via email, phone, or the company portal.
- Verify order details, including product specifications, quantities, pricing, and delivery dates, ensuring accuracy and completeness.
- Being able to identify warranty orders versus chargeable items.
- Input and process orders into the company's ERP or order management system.
- Track order status and proactively communicate updates to customers.
- Customer Communication:
- Act as the primary point of contact for Sales representatives & customers, addressing inquiries, concerns, and issues related to orders.
- Provide exceptional service by resolving order discrepancies, delays, or complaints promptly and professionally.
- Collaborate with internal departments to address customer needs and deliver solutions.
- Plant Coordination:
- Liaise with the manufacturing plant to ensure orders are scheduled, prioritized, and fulfilled accurately and on time.
- Monitor production timelines and communicate any changes or delays to customers.
- Assist in resolving production or shipping issues that impact order delivery.
- Documentation and Reporting:
- Maintain accurate records of customer interactions, orders, and resolutions.
- Prepare and generate reports on order status, customer feedback, and key performance indicators as needed.
- Ensure compliance with company policies, procedures, and quality standards.
Qualifications & Required Skills
- Education: High school diploma or equivalent required; an associate degree or higher in Business Administration, Customer Service, or a related field is preferred.
- Experience:
- At least 2 years of experience in customer service, preferably in manufacturing, cabinetry, or a related industry.
- Familiarity with order processing systems and ERP software is a plus.
- Skills:
- Strong communication and interpersonal skills.
- Exceptional organizational abilities and attention to detail.
- Problem-solving skills with a focus on customer satisfaction.
- Ability to multitask and work in a fast-paced environment.
- Able to adapt and overcome changes and challenges.
- Cabinetry knowledge preferred.
- 2020 Design experience a bonus.
About the Company
Wisenbaker Builder Services is a family-owned industry leader in stylish, on-trend interior finishes for residential builders. As one of the nation’s largest providers of flooring, cabinets, countertops, and window coverings, we take pride in delivering quality craftsmanship and exceptional service. Recognized as a Great Place to Work in 2024, we foster a collaborative and innovative environment where our team thrives.
We believe in taking care of our people, offering competitive pay, profit sharing, health benefits, retirement plans, paid time off, and growth opportunities. At Wisenbaker, your success matters, and we’re committed to helping you build a rewarding career.
Job Type
Full-Time
