What You’ll Get to Do  

The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers and reports to the Team Lead. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.

Responsibilities

• Maintain broad knowledge of clients, products, and services of the organization
• Document customer interactions and transactions
• Listen attentively to customer needs and concerns; demonstrate empathy, and be an advocate for the customer
• Accurately process phoned, faxed, and e-mailed quotes and orders in accordance with cut off times and other time constraints that may exist
• Data entry of faxed, emailed and phone-in orders for production
• Coordinate between sales and production to meet customer deadlines
• Maintain effective communication channels with product and support staff
• Communicate with customers to determine expected delivery date and time.
• Resolve product or service problems by clarifying customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution
• Assisting sales staff with expediting orders and communications with the production floor
• Answer the telephone and direct callers to appropriate departments
• Greet customers in a courteous, friendly, and professional manner
• Participate in educational opportunities internally and externally to enhance knowledge of product and job skills
• Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.
• Assist all co-workers when needed
• Other duties as assigned

Qualification Requirements:  

• A minimum of 1-year previous customer service experience; glass industry preferred
• High School Diploma or equivalent; Associates Degree preferred
• Strong organizational and listening skills
• Ability to work overtime if required
• Ability to work independently and prioritize work with deadlines
• Ability to work in a fast paced, team environment to meet required deadlines
• Utilizes strong time management and organizational skills to successfully multi-task
• Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications
• Bilingual in Spanish preferred

What You’ll Get to Do

The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction. This role involves developing service strategies, managing daily operations, resolving escalated issues and driving continuous improvement.

This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills. A vital member of the OBE team, this is an opportunity to build a career with an industry leader.

Job responsibilities include:

• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
• Handle escalated customer complaints and complex inquiries
• Monitor KPI’s such as response time, resolution rate and customer satisfaction
• Conduct training sessions and performance evaluations
• Collaborate with various teams including sales and operations
• Prepare reports for senior leadership on service metrics and trends

What We Are Looking For

• 5+ years of experience in customer service, with 2+ years in leadership role
• Proficiency in CRM platforms and support software
• Experience in data analysis and performance tracking
• Ability to win respect and influence at all levels of the organization and stakeholders

What You’ll Get to Do

The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction. This role involves developing service strategies, managing daily operations, resolving escalated issues and driving continuous improvement.

This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills. A vital member of the OBE team, this is an opportunity to build a career with an industry leader.

Job responsibilities include:

• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
• Investigate and resolve escalated customer complaints and complex inquiries
• Coordinate with other internal departments to ensure continuous flow of orders
• Provide advice and assistance to staff and customers regarding products and services of the organization
• Manage multiple priorities in a fast-paced and changing work environment
• Conduct training sessions including ongoing product training to enhance product knowledge
• Collaborate with various teams including sales and operations

What We Are Looking For

• 5+ years of experience in customer service, with 2+ years in leadership role
• Proficiency in ERP platforms and software
• Experience in data analysis and performance tracking with ability to forecast and provide sales statistics
• Knowledge of aluminum glazing systems and their applications is a plus
• Ability to win respect and influence at all levels of the organization 

What You’ll Get to Do

The Customer Service Representative III (Shower Door Coordinator) is focused on providing excellent customer service to clients of the organization. This is assured by documenting customer interactions and transactions, accurately processing quotes and orders through data entry, providing a timely response to customer calls and reports to the Customer Service Manager.

This role is perfect for an individual who has an attention to detail (safety, quality, efficiency) strong work ethic/reliability and is a problem solver. A vital member of the Customer Service Department, this is an opportunity to build a career with an industry leader.

Job responsibilities include:

· Maintain a broad knowledge of clients, products, and services of the organization.

· Manage all incoming client inquiries, provide technical/design assistance, and follow up on orders.

· Purchase and maintain inventory of required hardware and ancillary materials (excluding glass unless specified.)

· Resolves customer issues by actively listening to concerns, identifying the root cause, recommending, and implementing effective solutions, and ensuring satisfaction through timely follow-up.

· Collaborate with Sales to grow accounts and report market conditions.

What We Are Looking For

· Requires a minimum of 2 years of customer service experience in the residential or commercial industry.

· Previous customer service experience in architectural glazing systems industry preferred.

· Must have computer experience and accuracy in numeric input.

· Must have strong organizational and listening skills.

· Ability to work independently and prioritize work with deadlines; ability to work overtime when required.

What You'll Will Get To Do

The Will Call Customer Service Rep provides exceptional customer service to all C.R. Laurence customers. Through the detailed understanding of all C.R. Laurence products, the CSR offers solutions and facilitates a unique experience to all internal and external customers. In addition, completes general administrative support while in a hectic and fast passed environment. This position serves as an ambassador to the company and will be the face of the company through daily interactions.

Job Responsibilities

• Maintain broad knowledge of clients, products and services.
• Document customer interactions and transactions
• Listen attentively to customer needs and concerns; demonstrate empathy
• Accurately process over-the-counter, phoned, faxed and e-mailed orders accurately and in a timely manner
• Receive and process payments of Will Call customers as well as over the phone (cash, debit, etc.)
• Answer multi-line telephone in a professional manner
• Face to face customers interactions
• Develop and maintain professional and productive business relationships with your internal and external customers that result in a clear definition and understanding of their service requirements and expectations.
• Respond to all inquiries in a prompt, professional, and courteous manner between internal working associates, manufacturers, and customers
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Go the extra mile to engage customers, adapt and respond to different types of customer requirements or requests
• Customer database management - Maintain records of customer interactions, process customer accounts and file documents
• Other duties as assigned

Qualification Requirements

• 1 year of office support experience in a customer service role
• High School diploma or equivalent
• Ability to work in a fast-paced, team environment
• Organized and able to keep others organized with ability to prioritize effectively
• Must be able to communicate effectively and conduct yourself professionally, with excellent written and verbal communications
• Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues
• Utilizes strong time management and organizational skills to successfully multi-task
• Maintain business poise and professionalism under stressful situations
• Handle difficult situations and dissatisfied customers in a calm and professional manner.
• Able to read and perform simple mathematical calculations

What You’ll Get to Do  

The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers and reports to the Team Lead. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.

Responsibilities

• Maintain broad knowledge of clients, products, and services of the organization
• Document customer interactions and transactions
• Listen attentively to customer needs and concerns; demonstrate empathy, and be an advocate for the customer
• Accurately process phoned, faxed, and e-mailed quotes and orders in accordance with cut off times and other time constraints that may exist
• Data entry of faxed, emailed and phone-in orders for production
• Coordinate between sales and production to meet customer deadlines
• Maintain effective communication channels with product and support staff
• Communicate with customers to determine expected delivery date and time.
• Resolve product or service problems by clarifying customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution
• Assisting sales staff with expediting orders and communications with the production floor
• Answer the telephone and direct callers to appropriate departments
• Greet customers in a courteous, friendly, and professional manner
• Participate in educational opportunities internally and externally to enhance knowledge of product and job skills
• Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.
• Assist all co-workers when needed
• Other duties as assigned

Qualification Requirements:  

• A minimum of 1-year previous customer service experience; glass industry preferred
• High School Diploma or equivalent; Associates Degree preferred
• Strong organizational and listening skills
• Ability to work overtime if required
• Ability to work independently and prioritize work with deadlines
• Ability to work in a fast paced, team environment to meet required deadlines
• Utilizes strong time management and organizational skills to successfully multi-task
• Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications
• Bilingual in Spanish preferred