Customer Service Representative - Building Products - Base Salary to 70k/year - Lancaster, PA
Lancaster, PA
Full Time
Paid
Responsibilities
Customer Service Representative - Building Products - Base Salary to 70k/year - Lancaster, PA
Founded in 1997, our client is a leading manufacturer of specialty building products serving multifamily and hospitality markets nationwide. Known for architecturally driven composite decking, railing systems, and outdoor living accessories, they blend innovative design with long-term durability.
They are adding a Customer Service Representative to serve as the central connector between customers, sales, production, and logistics. This is a detail-driven, building products position that keeps orders moving accurately and on time while ensuring contractors and partners have the information they need.
Responsibilities:
Serve as the primary contact for contractors, dealers, homeowners, and internal sales teams via phone, email, Teams, and internal systems.
Facilitate customer orders from entry through delivery, ensuring accuracy in pricing, specifications, lead times, and documentation.
Enter and manage orders within ERP (D365 experience strongly preferred).
Coordinate with manufacturing, warehouse, and logistics teams to keep shipments on schedule.
Communicate order updates, backorders, substitutions, and delivery timing clearly and proactively.
Resolve order discrepancies including shortages, damages, and shipping issues.
Maintain detailed and accurate records of customer interactions and order updates.
Connect the dots between departments to ensure a smooth customer experience.
Provide general product guidance and terminology clarification.
Escalate complex technical issues appropriately while maintaining ownership of the customer relationship.
Answer incoming calls and manage team messages professionally and efficiently.
Qualifications:
Experience in customer service within building products, construction materials, or manufacturing strongly preferred.
Familiarity with ERP systems; Microsoft Dynamics 365 (D365) a major plus.
Comfortable handling high call volume while managing data entry and order processing simultaneously.
Experience working with contractors, dealers, or distribution channels is a plus.
Railing, composite decking, or outdoor building product exposure preferred but not required.