Inside Customer Service Representative

Job Description
Inside Customer Service Representative

Position Summary

The Inside Sales / Customer Service Representative (CSR) is a primary point of contact for customers, Outside Sales,
and internal departments. The position prepares accurate quotations, coordinates customer orders, communicates
verified status information, resolves concerns, and ensures timely follow-through across the custom manufacturing
workflow. The goal is to maintain customer confidence, improve order accuracy, and keep work moving without
avoidable delays.

A. Customer Service & Account Management
 Serve as a primary contact for assigned dealer and distributor accounts; maintain professional customer
relationships.
 Respond promptly to phone, email, and approved system inquiries; take ownership through resolution or
documented handoff.
 Provide clear, accurate information; document significant commitments and escalate unresolved concerns.
 Support account retention and coordinate solutions with Outside Sales and management.

B. Inside Sales & Quotation Management
 Prepare and follow up on accurate customer quotations using approved systems and pricing factors.
 Verify product configurations, quantities, dimensions, species, glass, hardware, finishes, and special
requirements.
 Coordinate with Outside Sales on project opportunities, special pricing, and approvals.
 Resolve incomplete or questionable specifications before quotations advance.

C. Order Processing & Verification
 Review purchase orders against quotations, approved specifications, and supporting documents.
 Verify account, ship-to, quantities, dimensions, jambs, profiles, glazing, hardware, CAD, pricing, discounts, and
requested delivery requirements.
 Coordinate discrepancies with Order Processing, CAD/Engineering, Verification, and Purchasing.
 Document revisions and approvals; do not advance incomplete or unverified orders unnecessarily.

D. Order Status, Lead Times & Delivery
 Monitor assigned orders and obtain verified status from Production, Scheduling, Purchasing, and Central
Dispatch.
 Never promise unverified production, shipment, delivery, or lead-time dates.
 Identify material, CAD, backorder, production, or route delays; communicate revised ETAs promptly.
 Document customer contact, acknowledgment, and follow-up in approved systems.

E. Cross-Departmental Coordination
 Work with Outside Sales, Order Processing, CAD, Purchasing, Production, Scheduling, Quality Control, Shipping,
Accounting, and Management.
 Provide complete handoffs with documented changes, outstanding questions, and next-action ownership.
 Assist with warranty, quality, missing-component, and delivery issues through authorized channels.

F. Systems & Documentation
 Maintain accurate records in Frontier ERP/AS400, Monday.com, Outlook, Teams, Spectrum, and Klaes ERP as
applicable.
 Review assigned communications and Monday.com items; record open issues, handoffs, escalations, and
follow-up dates.
 Participate in ERP testing, cross-training, and process improvements; protect confidential pricing and customer
information.

G. Daily Priorities & Quality
 Review incoming work and open commitments each day; prioritize urgent customer and production needs.
 Use STOP – REVIEW – VERIFY before submitting or transferring work.
 Identify recurring errors and recommend corrective actions; follow through until completion or formal
handoff.

Knowledge, Skills & Abilities
• Excellent customer service and communication skills.
• Ability to read and interpret architectural drawings and CAD specifications.
• Knowledge of millwork, doors, windows, and manufacturing processes.
• Strong organizational, analytical, and problem-solving skills.
• Proficiency with Microsoft Office, Frontier ERP, Monday.com, and CAD document review.

Monday.com Responsibilities
• Manage customer service workflows and assigned escalations.
• Track customer communications, follow-up tasks, and project milestones.
• Coordinate activities with internal departments to ensure accountability.

Frontier ERP Responsibilities
• Review customer orders, quotations, inventory, production, and shipment status.
• Verify pricing, specifications, and delivery information.
• Maintain accurate customer service documentation and case history.

Key Performance Indicators (KPIs)
• First-contact resolution rate.
• Customer satisfaction (CSAT).
• Average response and resolution time.
• Documentation accuracy.
• Warranty and escalation turnaround time.
• CAD/document review accuracy.

Physical Requirements

Office environment with frequent computer, telephone, and video conferencing use. Requires prolonged sitting, occasional travel to customer or manufacturing locations, and the ability to occasionally lift up to 25 pounds.

Compensation and Benefits
• Competitive.
• Comprehensive health, dental, and vision insurance.
• 401 (k) plan with company match.
• Paid vacation, holidays, and sick leave.
• Professional development opportunities.
• Travel allowances.

T.M. Cobb/ Haley Brothers, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

T.M. Cobb does not hire anyone under the age of 18.