Customer Service Representative

Position Overview

Product Service Team Member – Sierra Pacific Industries, Medford, Wisconsin. Provides effective customer service for the Windows division, working with the Service Manager, Inside Sales team, customers, and sales representatives to schedule, coordinate, and complete service events.

• Initiate and schedule service events to completion in coordination with Service Manager, Inside Sales team, customers, and sales representatives.
• Communicate and coordinate service with customers, distributors, service contractors, and sales department.
• Partner with the sales team to meet and exceed customers’ expectations of service.
• Assist customers with verbal and written technical guidance.
• Assist in resolving complaints while recording details of inquiries, concerns, and/or complaints.
• Process service orders, warranty reorders, changes, and returns according to established departmental policies and procedures.
• Assist with training seminars.
• Work with service contractors to ensure insurance compliance within Sierra Pacific requirements.
• Process paperwork for subcontractors’ invoices.
• Issue service contractors’ work orders and provide guidance to resolve warranty field issues.
• Monitor service contractors’ performance metrics.
• Monitor in-house metrics for service performance.

• Minimum of 6 months’ prior customer service experience preferred.
• Demonstrated window product knowledge.
• Working knowledge of e‑Bid and AS400 order systems a plus.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel.
• High regard for accuracy.
• Dependable, self‑motivated, and organized.

We train and promote from within.

Excellent low‑cost health benefits, retirement plan with employer‑paid contributions, paid vacation, and 10 holidays.

Full Health Benefits Plan (including medical, dental, and vision) with low‑cost premiums, 401(k) with company match and additional retirement contributions, and company‑paid life insurance.

General wage range $21–$28 per hour, dependent on relevant work experience, skill, knowledge, and/or education.

Sierra Pacific is an EOE Equal Opportunity Employer, including those with a disability and veterans.