What are the responsibilities and job description for the Customer Service Representative I position at Duro-Last?
Join the Duro-Last team, a brand of Amrize Building Envelope and the world’s largest manufacturer of custom-fabricated commercial roofing solutions.
Were seeking a Customer Service Representative I who's ready to be part of an innovative, people-first brand shaping the future of the roofing industry.
About The Role
We’re looking for a Customer Service Representative I to join our team and help deliver an exceptional experience for our customers. In this role, you’ll support the full order lifecycle - entering orders, resolving issues, coordinating with internal teams, and ensuring customers receive accurate, timely information. Your ability to problem-solve, stay organized, and communicate clearly will make you a trusted partner to our customers and teammates.
What You’ll Accomplish
Order Entry & Customer Support (60%)
Were seeking a Customer Service Representative I who's ready to be part of an innovative, people-first brand shaping the future of the roofing industry.
About The Role
We’re looking for a Customer Service Representative I to join our team and help deliver an exceptional experience for our customers. In this role, you’ll support the full order lifecycle - entering orders, resolving issues, coordinating with internal teams, and ensuring customers receive accurate, timely information. Your ability to problem-solve, stay organized, and communicate clearly will make you a trusted partner to our customers and teammates.
What You’ll Accomplish
Order Entry & Customer Support (60%)
- Receive and enter customer orders via phone, email, fax, and web.
- Support order entry for Duro-Guard product lines.
- Ensure orders are accurate, complete, and aligned with product specifications.
- Identify and correct incomplete or inaccurate customer submissions.
- Navigate all required systems with confidence.
- Understand product capabilities, shipping methods, manufacturing processes, and inventory locations.
- Collaborate with related departments as needed during the ordering process.
- Assist customers with shipping questions, returns, credits, order changes, and general service needs.
- Investigate concerns across required systems and determine appropriate solutions.
- Escalate issues or pricing exceptions when needed.
- Process credits/returns up to $500 without approval.
- Coordinate with internal teams such as Warranty, Inventory, Shipping, Production, and Accounting.
- Follow up with outside vendors to ensure timely resolution.
- Enter standard OEM orders and prepare basic quotes.
- Apply general knowledge of OEM customer needs and calculate required materials.
- Provide support for other customer service functions including CSA duties, switchboard coverage, gatekeeping, and out-of-stock notifications.
- Perform other tasks assigned by management.
- Bachelor’s Degree
- 1–2 years of customer service experience (required)
- Strong written and verbal communication skills
- Ability to remain calm and professional in challenging customer interactions
- Comfortable navigating multiple computer programs
- Strong attention to detail and accuracy
- Solid math skills
- Ability to evaluate information, problem-solve, and recommend solutions
- Positive, team-oriented attitude with the ability to handle multiple tasks at once
- Competitive salary & Bonus Incentive
- Retirement Savings: Choose from 401(k) pre-tax and/or Roth after-tax savings
- Medical, Dental, Vision, Disability and Life Insurance
- Holistic Health & Well-being programs
- Health Savings Accounts (HSA) & Flexible Spending Accounts (FSA)
- Paid time off including 12 paid holidays
- Paid Parental Leave (maternity & paternity)
- Educational Assistance Program