Customer Service Representative
Splendor Glass
Primary Responsibilities & Requirements
Data Entry – Order & Quote Management System
Splendor Glass is a business-to-business wholesaler and manufacturer serving customers in the glass, shower enclosure, mirror, glass railing, commercial glass, interior glass, and glass hardware industries.
This position is part of the Customer Service team and is responsible for accurately processing customer orders and quote requests. Orders often include detailed measurements, product options, hardware selections, finishes, delivery instructions, and customer-specific notes. A high level of attention to detail is required to ensure information is entered correctly and communicated clearly to the appropriate departments.
Strong reading comprehension, basic math skills, organization, and accuracy are necessary to be successful in this role.
Customer Communication
This position will serve as a key point of contact between Splendor Glass and its customers. The Customer Service Representative will be responsible for communicating professionally and clearly through email, phone calls, and internal notes.
Responsibilities include:
- Managing customer emails through Outlook
- Responding to customer questions about quotes, orders, products, pricing, lead times, and order status
- Answering incoming phone calls and making outbound calls when clarification is needed
- Following up with customers regarding missing information, order changes, or scheduling updates
- Communicating clearly with customers, vendors, installers, contractors, engineers, architects, and internal team members
- Documenting customer conversations accurately in the appropriate order or quote file
- Answering technical customer questions related to Splendor Glass products, order requirements, options, and configurations
- Helping customers understand available product options, requirements, and design considerations
Clear communication is critical because Splendor Glass has both front office and manufacturing operations. Information entered by the Customer Service team is used by production, scheduling, shipping, and other departments. The goal of this role is to help reduce errors, prevent production delays, and make sure customers receive accurate and timely support.
Internal Coordination
The Customer Service Representative will work closely with other departments to help move orders and quotes through the process efficiently.
This may include:
- Communicating order details to production or scheduling
- Updating internal team members about order changes or customer requests
- Helping resolve missing or unclear information before an order moves forward
- Assisting with follow-up on order status, delivery information, or customer questions
- Working with fellow Customer Service team members to maintain consistency and accuracy
- Supporting the overall flow of information between customers, the office, and the manufacturing team
- Coordinating with production staff on proper execution of more complex jobs or configurations
Product Knowledge
The Customer Service Representative will be expected to develop a strong working knowledge of Splendor Glass products and services.
Product areas may include:
- Shower enclosures
- Mirrors
- Custom glass
- Glass railings and balconies
- Commercial glass doors and office systems
- Interior glass products
- Glass hardware
The ideal candidate does not need to come in with glass industry experience, but must be willing and able to learn product terminology, order requirements, basic measurements, available options, technical requirements, and Splendor Glass’ internal processes.
After training, candidates are expected to independently handle technical customer questions, assist with product configurations, and support customers with order and design-related questions.
Microsoft Office & Computer Skills
Proper documentation is critical to the success of this role. Candidates should be comfortable using standard office software and learning internal systems.
Required computer skills include:
- Strong working knowledge of Outlook
- Comfortable typing and entering detailed information accurately
- Basic knowledge of Microsoft Word and Excel
- Ability to learn Splendor Glass’ internal order management and quoting systems
- Ability to keep emails, notes, customer details, and order information organized
Qualifications
The ideal candidate should have:
- Previous customer service, office, administrative, order entry, or inside sales support experience
- Strong attention to detail
- Clear verbal and written communication skills
- Professional phone etiquette
- Ability to manage multiple emails, orders, and tasks at one time
- Strong organizational skills
- Basic math and measurement comprehension
- Ability to follow written procedures and document information accurately
- Willingness to ask questions and learn Splendor Glass products and processes
- Ability to work independently while also supporting a team environment
- Ability and willingness to learn technical product details and answer customer questions after training
Experience in manufacturing, wholesale distribution, construction, building products, glass, hardware, engineering, architecture, or related industries is helpful but not required.
Nice to Have, But Not Required
This position does not require prior technical design experience to start, but exposure to any of the following would be considered a plus:
- CAD or similar design software experience
- DraftSight experience
- Familiarity with DXF files
- Technical glass design experience
- Experience with advanced product configuration
- Experience reading or interpreting measurements, drawings, architectural plans, or jobsite details
Candidates should be willing to learn the technical aspects of Splendor Glass products and processes. After training, this role may involve answering technical customer questions, reviewing order details, assisting with product configurations, handling technical design-related work, and helping customers understand design options and requirements.
Day-To-Day Summary
This position falls under the Splendor Glass Customer Service Department and supports the daily flow of quotes, orders, customer communication, technical questions, product configurations, and internal coordination.
Day-to-day responsibilities include:
- Reviewing incoming customer emails and quote/order requests
- Entering orders and quotes into the order management system
- Confirming that required information is complete and accurate
- Contacting customers for missing details or clarification
- Answering customer questions by phone and email
- Providing updates on quotes, orders, scheduling, and general product information
- Answering technical product questions after training
- Assisting customers with possible designs, requirements, options, and configurations
- Documenting conversations, changes, and special instructions
- Communicating with production, scheduling, shipping, and other internal departments
- Helping ensure customer requests are handled accurately and in a timely manner
- Supporting other Customer Service team members as needed
Pay: $23.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
