Essential Duties and Responsibilities:

Order Management and Customer Support

· Review and respond to daily customer service emails, including late-order updates and new due date communication.

· Manage customer inquiries related to order changes, cancellations, expedites, and order status requests.

· Process requests to mark orders with PR or QAT designations as needed.

· Identify walk units requiring expedited handling and coordinate with operations for walk truck shipments.

· Prepare customer quotes and support quote follow-up.

· Provide professional and timely follow-up on customer concerns, order questions, and service requests.

· Train customers on WEB and ROE order entry tools.

· Set up new customer accounts and support the customer onboarding process.

· Participate in weekly customer-facing meetings as needed.

Order Entry and System Processing

· Import customer orders into the system and complete manual order entry when required.

· Manage WOC (Waiting on Customer) holds for issues such as spacer changes, max glass restrictions, missing information, or other production constraints.

· Batch orders appropriately to support production flow.

· Audit manual entry for accuracy and completeness.

· Review FTP folders daily to verify file receipt and processing.

· Work with Systems and internal departments to resolve order processing issues.

Production and Manufacturing Support

· Prepare open-order details and customer priority information for production meetings.

· Attend manufacturing meetings and communicate customer priorities, constraints, and changes.

· Coordinate with Scheduling and Production regarding late orders, holds, remakes, and exceptions.

· Support department planning for vacation coverage, backup responsibilities, and holiday schedules.

· Communicate production-related impacts to customers in a clear and professional manner.

Quality, Warranty, and Reporting

· Audit hold policies and ensure compliance with internal procedures.

· Review exception reports and follow up on required actions.

· Track and report operational and customer service metrics.

· Mark units older than one month with a PR designation, as required.

· Review multiple remake reports and support remake communication and processing.

· Manage warranty reports, denied claims, and warranty research.

· Investigate customer issues and gather supporting documentation for internal review.

· Maintain accurate records to support communication, accountability, and follow-up.

Shipping and Logistics Coordination

· Coordinate truck pickups and customer pickup requests.

· Communicate shipping status and special handling needs with Shipping and Scheduling.

· Support customer delivery planning and transportation communication.

· Assist with customer communication regarding missed shipments, partial shipments, and updated delivery timing.

Sales Reporting and Account Support

· Prepare and maintain customer scorecards.

· Support Quarterly Business Review preparation.

· Assist with stocking program tracking and communication.

· Support customer forecast collection and reporting.

· Provide account-level reporting to Sales and internal leadership as needed.

· Coordinate with Scheduling, Manufacturing, Quality, Shipping, Sales, and Systems to resolve issues and support customer needs.

· Monitor open orders, exceptions, aging items, remakes, and warranty-related activity to ensure timely follow-up.

· Assist with warranty questions, claim research, denied claims, and supporting documentation.

· Coordinate customer pickups, truck scheduling, and shipping-related communication.

· Prepare customer scorecards, sales reports, forecast information, stocking program updates, and Quarterly Business Review support.

· Maintain accurate records, reports, and documentation.

Required Skills/Abilities:

· Knowledge of custom-order manufacturing processes.

· Experience handling production-related communication, delivery schedules, and customer order changes.

· Ability to remain professional and calm when managing urgent requests or customer concerns.

· Strong communication, organizational and follow-up skills.

· Ability to support customer meetings, reporting, and account-level communication.

· Ability to identify issues, escalate appropriately, and help drive resolution.

Education and/or Experience:

· High school diploma or equivalent

· A minimum of 3 to 5 years of or order entry/customer service experience in Production based business environment requested.