Customer Experience Representative II

Essential Duties and Responsibilities Order Management and Customer Support

• 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.
• Process requests to mark orders with PR or QAT designations as needed.
• Identify walk units requiring expedited handling and coordinate with operations for walk truck shipments.
• Prepare customer quotes and support quote follow-up.
• Provide professional and timely follow-up on customer concerns, order questions, and service requests.
• Train customers on WEB and ROE order entry tools.
• 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.
• Manage WOC (Waiting on Customer) holds for issues such as spacer changes, max glass restrictions, missing information, or other production constraints.
• Batch orders appropriately to support production flow.
• Audit manual entry for accuracy and completeness.
• Review FTP folders daily to verify file receipt and processing.
• Work with Systems and internal departments to resolve order processing issues.

• Prepare open-order details and customer priority information for production meetings.
• Attend manufacturing meetings and communicate customer priorities, constraints, and changes.
• Coordinate with Scheduling and Production regarding late orders, holds, remakes, and exceptions.
• Support department planning for vacation coverage, backup responsibilities, and holiday schedules.
• Communicate production‑related impacts to customers in a clear and professional manner.

• Audit hold policies and ensure compliance with internal procedures.
• Review exception reports and follow up on required actions.
• Track and report operational and customer service metrics.
• Mark units older than one month with a PR designation, as required.
• Review multiple remake reports and support remake communication and processing.
• Manage warranty reports, denied claims, and warranty research.
• Investigate customer issues and gather supporting documentation for internal review.
• Maintain accurate records to support communication, accountability, and follow‑up.

• Coordinate truck pickups and customer pickup requests.
• Communicate shipping status and special handling needs with Shipping and Scheduling.
• Support customer delivery planning and transportation communication.
• Assist with customer communication regarding missed shipments, partial shipments, and updated delivery timing.

• Prepare and maintain customer scorecards.
• Support Quarterly Business Review preparation.
• Assist with stocking program tracking and communication.
• Support customer forecast collection and reporting.
• Provide account‑level reporting to Sales and internal leadership as needed.
• Coordinate with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to resolve issues and support customer needs.
• Monitor open orders, exceptions, aging items, remakes, and warranty‑related activity to ensure timely follow‑up.
• Assist with warranty questions, claim research, denied claims, and supporting documentation.
• Coordinate customer pickups, truck scheduling, and shipping‑related communication.
• Prepare customer scorecards, sales reports, forecast information, stocking program updates, and Quarterly Business Review support.
• Maintain accurate records, reports, and documentation.

• 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.

• 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.