Order & Customer Care Specialist

Position Summary

The Customer Service Representative plays a critical role in delivering our best-in-class customer experience from point of sale through order completion and beyond. This role is responsible for processing orders in internal and vendor systems, ensuring accuracy and timeliness, and managing post-sale customer communication. In an industry where many companies sell the same manufacturers, we stand out through the service we provide.

We are a tight-knit team that moves quickly and works in sync, and our customer service team brings energy to the office while consistently delivering for our customers. An ideal candidate has a positive, energetic attitude, handles challenging situations with empathy and directness, and takes pride in turning problems into experiences that keep customers coming back.

Position Summary

The Customer Service Representative plays a critical role in delivering our best-in-class customer experience from point of sale through order completion and beyond. This role is responsible for processing orders in internal and vendor systems, ensuring accuracy and timeliness, and managing post-sale customer communication. In an industry where many companies sell the same manufacturers, we stand out through the service we provide.

We are a tight-knit team that moves quickly and works in sync, and our customer service team brings energy to the office while consistently delivering for our customers. An ideal candidate has a positive, energetic attitude, handles challenging situations with empathy and directness, and takes pride in turning problems into experiences that keep customers coming back.

This role owns the post-sale customer relationship, supporting customers through every step of manufacturing, shipping, delivery, and installation. As the primary point of contact post-sale, this individual coordinates with our internal teams and vendors to stay ahead of customer needs, solve problems quickly, and address issues with a solutions-focused mindset while prioritizing the customer experience.



Key Responsibilities

Customer Experience & Communication

• Serve as the primary contact for inbound customer inquiries via phone and email
• Provide timely, professional, and solution-oriented responses
• Proactively communicate order updates, delays, and issue resolution
• Maintain detailed and accurate communication logs in CRM systems

• Process customer orders accurately through internal CRM (Odoo) and vendor systems
• Submit and manage purchase orders with manufacturers
• Track orders from placement through delivery, including freight coordination
• Verify order details including product specs, quantities, pricing, and lead times

• Identify and resolve customer issues quickly with a strong sense of ownership
• Coordinate with vendors on damages, shortages, and discrepancies
• Manage and submit freight claims as needed
• Escalate issues appropriately while maintaining customer confidence

• Provide product guidance and basic technical support, including installation knowledge
• Conduct product research to support customer needs and internal teams
• Interpret basic drawings and specifications when applicable

• Maintain clean, organized, and accurate data across CRM and order systems
• Support continuous improvement in processes, communication, and order flow
• Meet or exceed internal KPIs related to accuracy, response time, and customer satisfaction
• Assist with additional duties as assigned to support team and company objectives

• Strong communication skills, both written and verbal
• High attention to detail with a commitment to accuracy
• Proven ability to prioritize, multitask, and manage time effectively in a fast-paced environment
• Problem-solving mindset with the ability to think critically and take ownership
• Proficiency in Microsoft Office (Outlook, Excel, Word)
• Experience working within a CRM system (Odoo preferred)
• Ability to learn and retain technical product knowledge
• Basic math skills and ability to verify measurements and order details
• Reliable attendance and strong work ethic

• Experience in customer service within manufacturing, construction, or building materials industries
• Familiarity with order processing, purchasing, or vendor coordination
• Ability to read and interpret architectural drawings

• High school diploma or equivalent required
• 1–3 years of customer service, order processing, or administrative experience preferred

• Ability to sit for extended periods
• Ability to work on a computer and phone simultaneously (headset use required)

• $19.00 – $27.00 per hour, based on experience