Customer Service Representative

Position Summary

Reporting to the Supervisor, Customer Service, the Customer Service Representative (CSR) serves as the primary point of contact for customers, providing professional support for inquiries, quotations, order entry, service requests, warranty claims, and replacement parts. The CSR is responsible for maintaining positive customer relationships while ensuring accurate order processing and effective communication between customers and internal departments.

The CSR demonstrates a working knowledge of window and door products, components, warranty programs, service procedures, manufacturing lead times, and company systems. This role independently manages routine customer requests, identifies common product components and replacement parts, coordinates with Production, Shipping, Service, and Sales teams, and supports customers through the complete order lifecycle from quotation to delivery and after-sales service.

KEY OBJECTIVES AND RESPONSIBILITIES

• Prepare and process customer quotations, orders, service requests, and replacement parts orders accurately and efficiently.
• Manage customer inquiries related to products, pricing, lead times, order status, warranty coverage, and service requirements.
• Review order details for accuracy, completeness, and compliance with company product specifications.
• Identify common window and door components, hardware, glass options, and replacement parts from customer descriptions, photographs, and product information.
• Process warranty claims and determine eligibility in accordance with company policies and procedures.
• Coordinate with Production, Shipping, Service, and Sales departments to resolve order, product, and customer concerns.
• Maintain accurate customer records, builder/dealer portals, and documentation of all customer interactions.
• Escalate complex technical, service, or customer concerns to the Customer Service Lead when appropriate.
• Maintain established standards for order accuracy, response times, and customer follow-up.

Skills & Competencies

Customer Service

• Demonstrates professional and effective communication with customers, dealers, builders, and internal departments.
• Manage customer inquiries, order status requests, service concerns, and warranty claims with confidence and accuracy.
• Resolves routine customer issues independently and escalates complex concerns appropriately.
• Maintains strong customer relationships through timely follow-up and proactive problem resolution.
• Handles difficult customer interactions professionally while preserving a positive customer experience.

Administrative & Operational

• Accurately enters and processes quotes, orders, service requests, warranty claims, and replacement parts orders.
• Maintains a high level of accuracy in customer records, order documentation, and system data entry.
• Effectively utilizes ERP, CRM, and builder portal systems to manage customer transactions and information.
• Prioritizes workload and manages multiple customer requests in a fast-paced environment.
• Coordinates effectively with Production, Shipping, Service, and Sales teams to support issue resolution.
• Demonstrates strong attention to detail, organization, and follow-through on customer commitments.

Product Knowledge

• Working knowledge of window and door product lines, configurations, and applications.
• Understanding of glass options, hardware, screens, accessories, and available product upgrades.
• Ability to identify major window and door components including frames, sashes, sealed units, weatherstripping, operators, locks, hinges, thresholds, astragals, sweeps, and multipoint locking systems.
• Ability to identify common replacement parts and determine compatibility between products and components.
• Understanding of warranty policies, service procedures, and replacement part processes.
• Working knowledge of manufacturing processes, production lead times, and delivery procedures.

Core Competencies

• Maintains a high level of accuracy in quotations, orders, warranty claims, and replacement parts processing.
• Demonstrates strong problem-solving, critical thinking, and judgment when resolving customer, order, and service-related issues.
• Effectively prioritizes workload and manages multiple tasks in a fast-paced environment while meeting service standards.
• Builds and maintains positive working relationships with customers, dealers, builders, and internal departments through professional communication and collaboration.
• Demonstrates accountability, reliability, and ownership of customer requests from initial inquiry through resolution.
• Applies product knowledge to identify appropriate solutions, replacement parts, and service recommendations.
• Adapts effectively to changing priorities, business needs, and customer expectations.
• Works independently while contributing to team and departmental goals.

• High school diploma or equivalent.
• Minimum 1-2 years of customer service or administrative experience.
• Typing speed of at least 40 WPM.
• Proficiency with Microsoft Office applications including Word, Excel, and Outlook.
• Experience working with customer service, warranty, CRM, or order management systems is considered an asset.
• Strong attention to detail
• Excellent verbal and written communication skills
• Ability to communicate professionally and effectively with customers and internal teams
• Strong problem-solving skills and organizational abilities

Residential Building Products - Exterior Home Building Products

Ply Gem Canada is committed to an inclusive, equitable and accessible workplace. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.