Customer Service & Account Management:
- Serve as the primary point of contact for assigned customers through phone calls, emails, and messaging platforms.
- Develop and maintain strong relationships with glass installers, contractors, and other B2B customers.
- Respond promptly and professionally to customer questions, concerns, and requests.
- Provide accurate updates regarding quotations, orders, production status, lead times, and delivery or pickup schedules.
- Proactively follow up with customers instead of waiting for them to request updates.
- Maintain detailed records of customer interactions, requests, and commitments.
- Identify opportunities to improve customer satisfaction, loyalty, and retention.
- Ensure customers receive consistent, professional service throughout the entire order process.
Order Processing & Glass Fabrication Coordination:
- Receive, review, and process customer orders and purchase orders.
- Verify order specifications, including glass dimensions, thickness, type, quantities, edgework, finishes, and additional fabrication requirements.
- Identify missing or inconsistent information before submitting orders to production.
- Coordinate directly with the fabrication facility to confirm production requirements and estimated completion dates.
- Track orders throughout the manufacturing process.
- Communicate production updates, order changes, and delays to customers.
- Coordinate special requests, modifications, and urgent orders.
- Ensure clear communication between customers, production, sales, and management.
- Monitor pending orders and follow up internally to keep production schedules on track.
Quotations & Sales Support:
- Assist with preparing customer quotations and estimates.
- Gather the information needed to provide accurate pricing and lead times.
- Follow up on outstanding quotations and pending customer approvals.
- Support the sales process by responding to product inquiries and coordinating customer requests.
- Keep quotation records organized and updated.
- Help identify opportunities to strengthen existing customer relationships and generate repeat business.
QuickBooks & Administrative Support:
- Assist with preparing and managing estimates, invoices, and customer records using the company's systems.
- Support basic order-related administrative and billing activities.
- Maintain accurate records of customer transactions, orders, and outstanding requests.
- Coordinate with the appropriate team members regarding invoice questions, payment status, or documentation.
- Keep customer and order information organized and accessible.
- Support reporting and administrative tasks using Excel, Google Sheets, or other business software.
Logistics & Order Fulfillment:
- Coordinate with production, warehouse, and logistics teams regarding order readiness.
- Communicate pickup and delivery arrangements with customers.
- Track outstanding orders and follow up on expected completion dates.
- Help resolve issues involving delayed orders, incorrect specifications, missing items, or damaged products.
- Keep customers informed when unexpected situations arise.
- Coordinate internally to ensure customer commitments are fulfilled.
Problem Resolution & Customer Satisfaction:
- Handle customer complaints and concerns with professionalism and empathy.
- Investigate order discrepancies and work with internal teams to identify solutions.
- Take ownership of customer issues until they are resolved.
- Escalate complex or urgent situations when necessary.
- Maintain clear and consistent communication during problem resolution.
- Identify recurring issues and recommend improvements to prevent future problems.
Organization, Follow-Up & Reporting:
- Maintain accurate records in CRM, ERP, QuickBooks, or other order management systems.
- Create and manage follow-up tasks for pending quotations, active orders, and customer requests.
- Prioritize activities based on urgency, customer needs, and production deadlines.
- Prepare basic reports on open orders, pending quotes, customer issues, and delayed deliveries.
- Monitor outstanding requests to ensure timely resolution.
- Suggest improvements to internal workflows, customer communication, and operational efficiency.
