Hayfield Window and Door Co.

Description: Company Overview: For more than 65 years, Hayfield Window & Door Company has been an innovator in the window and door industry. Founded in 1951 as an aluminum storm window fabricator, Hayfield has continually evolved-introducing wood interiors, vinyl products, and expanding into both residential and commercial markets. Our commitment to sustainability began in the 1970s and continues today through our reduce, reuse, recycle philosophy. Operating in a 190,000 sq. ft. manufacturing facility on 55 acres, our products exceed industry standards while offering countless design possibilities. Acquired by Drum Capital in 2019, we continue to grow our brand, territory, and dealer support. Job Summary: The Customer Success Agent (CSA) supports both outside sales representatives and a dedicated portfolio of key customers by managing order entry, responding to inquiries, and providing ongoing daily support in a fast-paced, high-volume environment. This role partners closely with assigned sales reps to build strong customer relationships, drive satisfaction, and promote retention and loyalty. Using a consultative, multi-channel customer success approach, the CSA helps customers maximize the value of the company's products and services while ensuring timely issue resolution and a positive overall experience. Essential Functions: Address and interact with customer inquiries that come into the customer service department by phone, web/email, mail, fax, chat by providing courteous and prompt responses Work closely with sales team to provide high level of customer satisfaction Validate customer requests Process customer orders on the daily basis to ensure quick turnaround and order accuracy Educate clients regarding Hayfield Window and Door products and programs Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager. Update management on customer developments/issues Report to department manager any areas that do not meet service expectations. Primary Responsibilities: support and information on products or services. Collects and enters orders for new or additional products or services. Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff. Ensures that appropriate actions are taken to resolve customers problems and concerns. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. Performs other related duties as assigned. Requirements: Physical Requirements: Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Entry Level Qualifications: 4-5 years of previous customer service experience Technical degree or Associates of Arts degree preferred Ability/Willingness to build relationship with customers Ability to analyze customer needs analyze situations and act accordingly Think clearly and act quickly Excellent written and verbal communication skills Able to work under pressure and change priorities while working with interruptions Self-motivated, stress and pressure resistant, as well as a quick learner Positive, upbeat, and professional attitude with customers and co-workers Strong decision-making and organizational skills Detail oriented team player with superior follow through Great listening and negotiation skills High energy, great attitude Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. PI2aeffcdaebbf-4057