Join the Specialist Team – Build Your Future with Us!
Vytex Windows, a trusted leader in window manufacturing and installation since 1988, is currently seeking a skilled Customer Service Spacalist to join our team at our Laurel, MD facility.
We are committed to delivering exceptional customer service and high-quality products that set the standard in our industry.
Why Join Vytex?
- Over 35 years of industry excellence
- Supportive and collaborative work environment
- Opportunities for growth and advancement
- Competitive compensation and benefits
Position Summary
The Customer Service Specialist (internally titled Customer Solutions Specialist) serves as the primary point of contact for dealers and sales representatives within assigned territories. Reporting to the Business Solutions Manager, this role is responsible for delivering exceptional customer support, strengthening dealer relationships, and ensuring a seamless customer experience from onboarding through order fulfillment.
This role partners cross-functionally (Sales, Manufacturing, Logistics, Installation, Service) to proactively resolve issues, improve communication, and support business growth.
Key Responsibilities
Customer & Dealer Support
- Serve as primary contact for dealer inquiries (products, orders, pricing, lead times)
- Maintain <24 business hour response time
- Manage inbound calls/emails and provide order status updates and weekly reporting
- Communicate delays, changes, and issues clearly and professionally
- Escalate trends, concerns, and recurring issues to leadership
- Collaborate across departments to resolve issues
Dealer Onboarding & Training
- Lead virtual onboarding for new dealers (products, systems, processes)
- Train on order entry and systems (e.g., FeneVision)
- Provide ongoing education, tools, and support materials
Sales & Operations Support
- Partner with Sales Representatives to support customer needs and territory growth
- Prioritize and manage sales requests and follow-ups
- Coordinate with Logistics, Shipping, and Manufacturing to resolve delivery and order issues
- Maintain pickup schedules and routing information
Additional Responsibilities
- Travel as needed to support dealer relationships and field visits
- Represent the company professionally at customer visits and events
- Handle escalations with a calm, solution-oriented approach
- Identify opportunities to improve customer experience and processes
- Perform additional duties as assigned
Qualifications
- 3–5 years of experience in customer service, account management, or sales support
- Strong communication, interpersonal, and relationship-building skills
- Experience in manufacturing/distribution environments preferred
- Proficiency in Microsoft Office (FeneVision / Salesforce a plus)
- Strong organizational skills and ability to manage multiple priorities
- Ability to collaborate cross-functionally and resolve issues
- Willingness to travel
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Vytex Windows provides equal employment opportunities to all employees and applicants for
employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Pay: From $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Tuition reimbursement
- Vision insurance
Experience:
- Customer service: 1 year (Preferred)
- Account management: 1 year (Preferred)
- Sales support: 1 year (Preferred)
Work Location: In person
