Customer Support Representative

Job Summary

Dunbarton Corporation is seeking a Customer Support Representative who will provide pre‑ and post‑sales support, resolve technical inquiries, and maintain a seamless customer experience.

• Serve as the primary technical resource for quoting and entering sales orders, collaborating with Engineering for product drawings and modifications.
• Provide detailed product knowledge including specifications, delivery options, scheduling, and pricing.
• Prepare and process accurate quotes and orders to meet customer quality, dimension, and delivery requirements.
• Maintain positive relationships with customers, distributors, and sales staff by providing timely support and product information.
• Address and resolve customer complaints and service issues.
• Ensure corrective actions are implemented and documented.
• Enter and manage data in the ERP system, including quotes, orders, backlogs, complaints, and cycle times.
• Modify technical drawings based on customer specifications and manufacturing capabilities.
• Collaborate with Purchasing and Accounting to determine material and cost requirements for new or modified products.
• Understand and support manufacturing processes or workflows.
• Adhere to work schedule and attendance requirements.
• Perform other duties as directed and required.

• Knowledge of Dunbarton products, manufacturing processes, and customer specifications.
• Knowledge of ERP systems, CRM software, and document management tools.
• Knowledge of cost analysis, quoting, and pricing strategies.
• Knowledge of inventory control, order processing, and production scheduling.
• Skill in using computer hardware and software, including Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Skill in reading and interpreting drawings and technical documents.
• Skill in technical writing and documentation of customer records.
• Ability to serve as a technical expert and liaison between departments.
• Ability to prepare accurate quotes, technical drawings, and detailed product specifications.
• Ability to manage multiple tasks and projects with attention to detail and deadlines.
• Ability to communicate effectively verbally and in writing.
• Ability to establish and maintain effective, courteous working relationships with coworkers and customers.
• Ability to remain calm in stressful situations and work cooperatively.

• One (1) or more years of professional experience in a technical customer support or similar position.
• One (1) or more years of experience using Microsoft Office software.

• Experience in a steel, door, or frame manufacturing environment.
• Two (2) or more years of professional experience in a technical customer service position within a manufacturing environment.

Note: At the discretion of the hiring manager and/or the Human Resources Manager an equivalent combination of education and experience may be considered.

Sits or stands for long periods. Communicates effectively in person or via telecommunications equipment. Grasps, turns, and manipulates objects of varying size and weight. Moves, lifts, carries, and places objects weighing up to 25 pounds without assistance. Works in varying temperature conditions. Occasionally works in high, precarious places and may be exposed to wet/humid conditions, fumes, airborne particles, chemicals, electrical shock, and vibration.

Noise level is usually moderate to loud.

Dunbarton Corporation is committed to providing equal opportunity in employment for all people without regard to race, color, religion, age, gender, sexual orientation, marital status, gender identity, national origin, disability, military service, or any other protected characteristic.

• Competitive wages
• Medical, Dental, Vision insurance options
• Company‑paid life insurance, optional additional life
• Company‑paid short‑term & long‑term disability insurance
• 401(k) with company matching
• Paid Time Off (PTO)
• Tuition reimbursement
• Wellness reimbursement
• Employee Assistance Program