Join our team at Joyce Manufacturing as a Customer Service Representative specializing in residential building products. In this role, you will serve as a key point of contact for dealers and home improvement companies, assisting with warranty and non-warranty service inquiries, processing various requests, and coordinating with internal teams to ensure timely and effective resolution of customer concerns. The ideal candidate is highly organized, detail-oriented, and committed to delivering outstanding customer service. This is a full-time position that reports to the company Headquarters Monday through Friday. Flexible with start and end times.
What you’ll do
- Answer incoming customer calls and respond to inquiries professionally, accurately, and in a timely manner.
- Using Fenevision, process warranty claims, service requests, and related documentation while maintaining a high level of customer satisfaction.
- Support customers with troubleshooting resources and process guidance.
- Collaborate with internal departments, including Field Service, Sales, Engineering, Logistics, Plant Operations, and Management—to resolve customer concerns and order-related issues.
- Expedite special requests and coordinate solutions to meet customer deadlines and expectations.
- Maintain a positive, flexible, and solution-oriented approach when addressing customer concerns and changing priorities.
- Perform clerical and administrative tasks, including data entry and documentation management.
- Support departmental goals and perform other duties as assigned.
Preferred
- 2–3 years of customer service experience in a manufacturing, service, office, or related environment.
- Experience supporting service requests, order entry, or customer account management.
- Prior experience and knowledge of building materials, windows, and doors.
Minimum Requirements
- High School Diploma or equivalent required.
- Previous experience in customer service or sales. Experience in the window & door industry, building maintenance or construction is desired, but not required.
- Excellent verbal and written communication skills, with a proven ability to handle customer escalations calmly and professionally.
- Task-oriented with sense of urgency.
- Ability to establish relationships with customers, vendors, and employees alike.
- Working knowledge of Microsoft Office. Microsoft Word & Excel required.
- Knowledge of ERP system FeneVision preferred but not required, training provided.
- Team player with excellent interpersonal and communication skills.
- Capacity to juggle inbound calls, quoting, and service requests simultaneously without sacrificing attention to detail.
- Analytical mindset to interpret customer data and help improve overall satisfaction and efficiency.
Benefits:
- Health, dental, and vision insurance
- 401(k) and Company Match
- Vacation Time
- PTO
Salary:
Competitive hourly pay based on experience, typically ranging from $20–$25 per hour. Exceptional candidates with directly relevant experience may be considered above this range.