Customer Service Specialist

Job Description

Department: Customer Service

Reports To: Customer Service Manager

Location: On-site / In-office — De Pere, WI

Position Summary

The Customer Service Specialist is responsible for timely and accurate entry of customer orders and providing excellent service to dealers and designers through phone and email. This role is focused on translating customer orders into precise specifications and applying standard cabinet modifications from our product line. Strong attention to detail is essential.

While most of the work is independent order entry and customer communication, the Specialist also collaborates with Sales, Production and Shipping to support special requests, cabinet construction and on-time delivery.

This is a strong fit for someone with attention to detail and customer service skills who enjoys technical, system-based work. Experience in cabinetry, building trades, interior design, or customer service in a product-focused environment is valuable; training on Cabinet Vision is provided.

Key Responsibilities

• Enter customer orders into Cabinet Vision and Access accurately and efficiently
• Execute the full order process including but not limited to order revisions, parts, custom modifications, pricing, preparing reports and internal documents as needed.
• Review entered orders for accuracy before they are acknowledged to the customer and released to Production
• Flag unusual, non-standard, or unclear requests for review by the Manager
• Handle incoming calls and emails from dealers, designers, and other customer contacts
• Provide product information, pricing, delivery dates, and order status
• Build and maintain positive working relationships with regular customer contacts
• Advocate for the customer by owning questions and concerns through to resolution
• Communicate proactively when changes, delays, or clarifications are needed
• Apply root cause thinking to resolve customer issues and prevent recurrence
• Suggest improvements to processes, systems, and documentation based on day-to-day experience
• Continuously develop product and system knowledge through training and on-the-job learning
• Flex schedule as needed to ensure orders are entered on time to meet production and delivery dates
• Performs other duties as assigned

Qualifications

We are looking for candidates with strong customer service or office experience who are comfortable with detailed, system-based work. A background in cabinetry, building trades, kitchen and bath design, or interior design is a strong plus and will be considered in place of some customer service experience. Training on Cabinet Vision is provided.

Required

• 2+ years of customer service or office experience, ideally in a product-focused or technical environment
• Strong attention to detail and accuracy
• Clear written and verbal communication skills; comfortable handling customer interactions by phone and email
• Comfort learning new software systems; willingness to develop proficiency in Cabinet Vision and other systems
• Proficiency with Microsoft Office (Outlook, Word, Excel)
• Patience, empathy, and a customer-focused mindset
• Ability to manage multiple priorities and work effectively as part of a team

Preferred

• Background in cabinetry, millwork, building trades, kitchen and bath design, or interior design
• Working knowledge of cabinet construction or casework
• Experience with Cabinet Vision, 2020 Design, AutoCAD, SketchUp, or similar CAD/design software
• Familiarity with reading construction drawings, shop drawings, or design specifications
• Prior experience in a manufacturing or building products environment

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is constantly required to use hands and fingers to handle objects and controls
• Frequently required to sit, walk, and reach with hands and arms
• Frequently required to talk and hear
• Occasionally lift and/or move up to 30 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

(Occasionally = 1–25% of the time; Frequently = 26–75% of the time; Constantly = 76–100% of the time)

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Primarily an office environment with low noise level
• Occasionally exposed to fumes and airborne particles when on the plant floor

The above is not intended to be an exhaustive statement of duties, responsibilities, or requirements.