What are the responsibilities and job description for the Customer Service Representative position at oldcastlebuildingenvelope?
Come Join Us!
From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here.
Start your journey with OBE and help us build the future.
What You Get To Do:
- Serve as a primary point of contact for customers as part of a collaborative customer service team.
- Provide professional and timely communication to customers via phone and email, demonstrating respect, responsiveness, and a positive “can-do” attitude.
- Maintain ownership of customer requests from initial contact through resolution, ensuring accurate and timely follow-up.
- Provide customers with order status updates, estimated timelines (ETAs), product information, and service-related support.
- Handle a high volume of inbound customer calls while maintaining professionalism and efficiency.
- Monitor and manage a shared email inbox with the team, ensuring all inquiries are addressed in a timely manner.
- Research customer accounts, order history, and quotes to troubleshoot issues and provide accurate responses.
- Investigate and resolve issues related to customer orders, quotes, and account activity by working with internal teams.
- Communicate effectively with internal departments and Sales to gather information and resolve customer concerns.
- Maintain clear and consistent communication with customers, internal teams, and Sales regarding order status and issue resolution.
- Make order updates and changes as needed, ensuring accuracy and proper documentation.
- Perform general administrative tasks such as filing documents and maintaining records.
- Prioritize workload based on urgency and customer impact while managing multiple tasks in a fast-paced environment.
- Ensure all customer communication is handled in a timely, professional, and consistent manner.
- Meet established performance expectations and key performance indicators (KPIs), with ongoing support and guidance from management.
What We Are Looking For:
- High School diploma or equivalent (GED) required.
- Minimum of 3 years of customer service experience, preferred.
- Experience in technical fields such as doors, windows, aluminum systems, aluminum products, partitions, or similar industry is preferred.
- Proficient in computer use and comfortable working with multiple systems and software (PC-savvy). & strong written and verbal communication skills.
- Strong organizational and time management skills with the ability to multitask and prioritize effectively. Strong attention to detail and problem-solving skills.
What OBE Offers You
- Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
- Work-life balance – PTO and holidays, including floating holidays you can choose
- Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
- Training – We will equip you with the knowledge and skills you need to succeed
OBE Privacy Policy
OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.