[Hiring] INSIDE SALES CUSTOMER SERVICE REP @T.M. Cobb Companies

Role Description

The Outside Remote Customer Service Representative serves as the primary remote point of contact for distributors, contractors, dealers, architects, and end users. This position manages customer inquiries, warranty claims, order status requests, product questions, CAD specifications and drawing reviews, and service issues. The role collects and verifies all relevant information, reviews Frontier ERP records, interprets drawings and specifications, communicates directly with customers, and strives to resolve issues during the initial interaction whenever possible. Issues requiring additional investigation or management approval are escalated to the Customer Service Manager while maintaining proactive communication until resolution is achieved.

Qualifications

• Excellent customer service and communication skills.
• Ability to read and interpret architectural drawings and CAD specifications.
• Knowledge of millwork, doors, windows, and manufacturing processes.
• Strong organizational, analytical, and problem-solving skills.
• Proficiency with Microsoft Office, Frontier ERP, Monday.com, and CAD document review.

Requirements

• Respond to customer inquiries regarding orders, products, warranties, and service requests.
• Review CAD drawings, architectural specifications, and product details for accuracy.
• Collect and verify customer information, order documentation, and ERP records.
• Resolve customer concerns during the initial interaction whenever possible.
• Coordinate with Sales, Engineering, Production, Scheduling, Purchasing, and Customer Service.
• Escalate unresolved or complex issues to the Customer Service Manager.
• Maintain professional communication with customers throughout the life of each case.

Benefits

• Competitive compensation.
• Comprehensive health, dental, and vision insurance.
• 401 (k) plan with company match.
• Paid vacation, holidays, and sick leave.
• Professional development opportunities.
• Travel allowances.