What are the responsibilities and job description for the Customer Experience Representative position at Craft-Bilt Manufacturing Co.?
Our mission statement begins with you:
Enthusiastic Employees...Flawless Performance...Delighted Customers!
6 Weeks of Paid Days Off in First Full Year
Yes, you read that correctly. We just believe in a work-life balance. With 15 days of paid time off (PTO) and 16 paid holidays, you will have a total of 31 days off (6 weeks) in your first full year with us.
But wait, there's more...
We add an extra 5 days of PTO in your second year for a total of 36 days off (7 weeks). Almost two months of paid days off.
A little about Craft-Bilt:
We believe life is better outside. Fresh air and natural light aren't just enjoyable, they're essential for our mental and physical well-being. Who really wants to be stuck inside under fluorescent lights, breathing recycled air, when we could be outside making real connections with friends and neighbors?
We are a mid-sized, family-owned manufacturing company that brings America outside. At Craft-Bilt Manufacturing Company, we design and build high-quality, affordable home improvements that help homeowners make the most of their outdoor spaces.
Our products include retractable awnings, sunrooms, decking, and railings.
Customer Experience Representative
Location: On-Site | Monday–Friday, 8:00 AM – 5:00 PM
About the Role
We're looking for a detail-oriented and customer-focused Customer Experience Representative to join our team. In this role, you'll serve as a key point of contact for our customers-helping ensure a smooth, professional, and positive experience from inquiry through resolution.
This position is ideal for someone who enjoys problem-solving, thrives in a fast-paced manufacturing environment, and takes pride in delivering exceptional service.
What You'll Do
- Serve as a primary contact for customers via phone and email
- Address questions, resolve issues, and provide timely follow-up
- Collaborate with internal teams to ensure accurate and efficient order processing
- Navigate and maintain data within ERP/CRM/CPQ systems
- Review product details, including bills of materials (BOMs) and routings
- Support continuous improvement by identifying process or service enhancements
What We're Looking For
Skills & Strengths
- Strong communication skills with a professional, customer-first mindset
- Attention to detail – validating order accuracy before production; prioritizing high-volume, competing requests
- Proven ability to troubleshoot issues and find effective solutions
- Highly organized with strong attention to detail
- Eagerness to learn and grow within a technical product environment
- B2B customer service experience (or B2B customer-facing equivalent) required; manufacturing experience preferred
- Adaptability – thrive in a cyclical, high-demand environment with predictable peak seasons; maintain accuracy and responsiveness during high-volume periods
Technical Qualifications
- Proficiency in Microsoft Word and Excel
- Proficient typing skills
- Systems Aptitude – We will train you on our company-specific ERP, CRM, and CPQ systems. The ideal candidate should have the ability to learn how these systems function individually, understand how they connect, and use that knowledge to support production flow in an order-driven environment.
- Familiarity with manufacturing, bills of materials (BOMs) and routings preferred
Perks & Benefits:
- Fully Paid Medical & Dental Insurance - Coverage for you and your eligible dependents
- Financial Security - Company-paid short- and long-term disability, life insurance, and a 401(k) retirement plan
- Growth & Stability - A full-time, year-round position in a company that values its employees and their expertise
At Craft-Bilt, we believe our employees are our greatest asset. We provide a fantastic workplace, excellent benefits, and a role where you can truly make an impact.
Ready to join a team? Apply today!