Andersen Service Representative

Richmond, VA, USA Waltham, MA, USA Req #301 Wednesday, March 20, 2024

Lansing Building Products has supplied professional contractors with high-quality building products since its founding in 1955.

Led by third generation President & CEO Hunter Lansing, we remain true to the family values and mission of Respect, Service and Excellence in everything we do.

A certified Great Place To Work, Lansing has nearly 2,000 associates in 112 branches serving customers in 35 states along with Home Office locations in Richmond, VA and Waltham, MA.

We exist to make a positive impact in people’s lives and are focused on delivering a best-in-class experience to our associates and our customers.

The primary responsibility of the Andersen Service Coordinator is to support the service needs of Lansing customers who have purchased Andersen Products through a Lansing Building Products location.

Coordination of Service Request Responsibilities include :

• Fielding requests for parts and / or service and determining best course of action.
• Assisting homeowners, contractors, and branch associates with questions related to service needs
• Entering Service Requests into the Andersen Access system
• Ordering and tracking receipt of necessary parts and material
• Working directly with Service Providers including independent contractors on the fulfillment of service needs
• Tracking all service and parts requests through completion
• Adhering to scorecard metrics

Coordination of Andersen Service Workflow Responsibilities include :

• Development of Service Management Process
• Development and continued management of Service Provider Process
• Evaluation and reporting on Scorecard Metrics
• Ongoing evaluation and adjustment to current and future methods of the Andersen Service Process
• Onboarding and training of additional Andersen Service Representatives as needed

Required skills and experience :

• Some college preferred
• Prior building products industry experience
• Experience with Andersen IQ
• Experience with Andersen parts and service portal
• Familiarity with Lansing Branch Operations
• Strong knowledge of Andersen Windows & Doors
• Superior Customer Service Skills

Other Skills and Abilities :

• Proven ability to work both independently and in a team environment
• Must have the ability to effectively communicate verbally and in writing
• Ability to prioritize tasks and work quickly and efficiently
• High level of Customer Service
• Ability to manage competing priorities and a fast-paced work environment
• Strong attention to detail

Work Hours : Monday - Friday, 7 : 00am - 4 : 30pm

Travel : Although the position does not require regular travel it is understood that the Andersen Service Representative may be asked to travel to a branch or Home Office for trainings, in person meetings, assistance with inventory and other times deemed necessary.

Work Environment : This role supports working either from a Branch setting or Lansing Home Office. Remote work will be taken under consideration.

A career with Lansing Building Products offers :

• Coverage to support your overall well-being : Medical, Dental, Vision, HSA with company contributions, Health Advocate and EAP
• Investment in your future : Competitive 401k, Employer Match of 50% up to 15% of salary
• Culture : Great Place to Work Certified every year since 2019
• Work / Life Balance : Paid Vacation & Sick Days
• Growth / Development : Tuition Reimbursement, CDL Reimbursement Program & Training Program

Other Added Benefits :

• Company Paid Parental Leave
• Company Paid Life Insurance
• Short Term & Long-Term Disability
• Paid Holidays
• Health and Wellness program
• Volunteer Time

Lansing Building Products is proud to be an equal opportunity workplace committed to building a diverse team of qualified individuals.