Researches and resolves customer reported issues, correct problems and eliminate future problems by performing the following duties.

What You'll Do

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Works to resolve customer inquiries with a focus on customer satisfaction
• Identify and assesses customers needs to achieve satisfaction.
• Provides accurate, valid, and complete information by using the right methods/tools.
• Investigates sales orders to determine warranty status of products.
• Processes case requests using CRM system, c ompletes replacement orders through ERP System.
• Updates the customers on the status of service cases and assist with coordinating service calls with the service field reps.
• Communicates with dealers and service representatives to receive information about disputed errors and scheduled service calls and to obtain necessary information to prepare replacement order, if necessary.
• Confers with multiple departments within company to resolve customer issues involved in disputed orders, including Customer Service, Sales, Manufacturing, Production Scheduling, Transportation, Service, Warehouse.
• Meets personal and service processor teams KPIs.
• Collaborates with teammates to ensure customer satisfaction.
• Initiates calls to distributors to resolve questions, inconsistencies, or missing information.
• Compiles, sorts, and verifies the accuracy of data to be entered.
• Ensures accuracy of orders including supplying missing or misstated information, corrects discrepancies involving product selections, and calculates data related to orders when necessary.
• Handles customer questions or challenges, provides appropriate solutions and alternatives. Follows up with resolution within response time frame.
• Solves problems or resolves inquiries for customers and co-workers, including investigating order documentation to determine errors, orders replacement product, enters RMAs, Credits, Debits and assisting various departments with questions on orders.
• Resolves customer conflicts to resolution within assigned discretion, escalates conflicts beyond assigned discretion
• Makes effective decisions to meet the needs of the customer with little oversight.
• Provides support to external sales team.
  
  

Who You Are

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work independently and have excellent time management and organizational skills.
• Must possess conflict management skills.
• Strong writing and reading comprehension skills required.
  
  

EDUCATION And/or EXPERIENCE

• General knowledge of PGTI products.
• General understanding of ERP and CSM systems. Must be able to enter quotes, orders, and convert quotes into orders.
• Requires proficiency in MS office, and other systems that may be required.
  
  

LANGUAGE / COMMUNICATION SKILLS

Requires good written and verbal communication skills to communicate with both internal and external customers

Mathematical Skills

Requires some calculating

REASONING ABILITY

Ability to investigate and reach solid conclusions about sources of and solutions to problems

Ability to maintain self-control under stress

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to work at computer workstation for long periods of time

Ability to speak effectively on telephone

Consistent daily attendance to provide necessary level of customer service

Who We Are

At PGT Innovations, we may build and support high-quality, innovative windows and doors, but every day holds opportunities for us to do so much more from building stronger teams through leading, supporting, mentoring, and collaborating, to fostering better relationships with our customers.

WHY WERE DIFFERENT

Every day we look for opportunities to grow and achieve greatness together.

This isnt an everyone for themselves environment. Here, we look out for each other. We help each other. We prop each other up during challenging times.

Because inventing, building, and delivering the future of windows and doors is not a one-person job. It takes all of us.

• Our collaborative group.
• Our understanding family.
• Our strong team.
  
  

Working together to inspire greater opportunity for our customers, our community, and our team members.

What We Offer

• Competitive compensation
• Career advancement opportunities
• Medical coverage
• Dental coverage
• Tuition reimbursement
• Employee stock purchase plan
• 401k matching
• Profit sharing
• Paid time off
• Volunteer time off
  
  

PGT Innovations is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or

physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. PGT Innovations also prohibits harassment of applicants or employees based on any of these protected categories.

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