Responds to and documents all customer inquiries and complaints; provides technical assistance.
Interacts with the sales, quality control, production and shipping/receiving personnel to coordinate tracking and processing of shortages, back orders, and warranty materials.
Determines and implements appropriate action for customer inquiries and complaints.
Coordinates weekly schedule of customer service work for Company field representatives.
Prepares shipping orders for materials required to complete service calls.
Maintain weekly and monthly reports on service representative calls.
Receives and completes builder orders for additional materials needed for completion or for house add-ons.
Maintains current and active files of basic information on all homeowners in the house files for prompt reference.
Reports quality or any other pertinent customer concerns at the weekly meetings to the Plant Manager and/or Quality Assurance Manager and other management personnel as appropriate for resolution.
Conducts site visits as needed.

Associate degree (A.A.) or equivalent two-year college or technical school
Two to three years related experience and/or training
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of customers, homeowners, contractors, and employees of the organization
Ability to add, subtract, multiply, and divide in all units of measure
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Knowledge of Root Cause Analysis
Working knowledge of databases, Internet, spreadsheet and word processing software
Must also have knowledge of Smartsheet, excel, and Teams.
Maintains valid driver's license.

Customer Service Manager

Key skills