Customer Service Representative - Aftermarket Parts at Andersen Corporation

Charlotte, North Carolina, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Manufacturing, Aftermarket PartsIndustries

Requirements

High School Diploma or equivalent
At least 4 years of experience in Customer Service, Sales, Marketing, Communications, Service, or a related field, OR a Bachelor’s degree in a relevant discipline
Ability to work in-person and remotely on a hybrid schedule
Excellent written and verbal communication skills across email, chat, and phone
Ability to simplify complex information for customers
Professional, confident, and trustworthy customer interactions
Strong problem-solving skills, curiosity, and creativity
Ability to build strong relationships internally and externally
Comfortable working in ambiguous situations
Experience with Oracle and Salesforce
Proficiency in Microsoft Office 365 (Outlook, Teams, Word, Excel, PowerPoint)
Strong team player
Preferred Qualifications
Bachelor’s degree in Business, Marketing, Communication, or Industrial Engineering
Quick learner, adaptable to new systems
Experience with process improvement and lean manufacturing
Strong organizational and time management skills

Responsibilities

Provide inbound and outbound phone support for our Aftermarket Parts contact center
Manage cases efficiently, labeling and prioritizing for timely resolution
Respond to customer inquiries quickly, meeting established performance goals
Process orders, credits, and returns in compliance with company guidelines, ensuring accurate documentation
Manage order changes and maintain precise order entry
Identify, address, and escalate issues as needed
Monitor order fulfillment, proactively resolve shipping delays, and collaborate with leadership to implement corrective actions
Apply Lean Management principles to improve office efficiency
Track performance metrics and recommend improvements
Pursue ongoing training and personal development
Provide part number identification for machines
Process all Credit Requests, & Return Authorization Requests from start to finish
Enter all cases into Salesforce. New: create RCA, and Actions on all Credit requests
Process credit card transactions upon Request from Customers
Email Customer’s Past Due Invoices for Collection upon requests with list of Past due items
Correct and help with Tax Exemption Certificates to submit to our Tax Department for Customer’s
Maintain parts inventory, conduct all shipping and receiving activities, assist customers (internal and external) with parts needs, and procure parts
Timely planning, scheduling of receipt and inventory control of the products and services as assigned
Performs other duties and projects as assigned and required

Skills

Customer Service

Phone Support

Order Processing

Inventory Management

Shipping and Receiving

Parts Identification

Credit Requests

Return Authorization

Lean Management

Case Management

Performance Metrics

Andersen Corporation

Specializes in replacement windows and doors

About Andersen Corporation

Renewal by Andersen specializes in replacing windows and doors for homeowners looking to improve their homes. They offer a variety of styles and colors, focusing on high-quality, energy-efficient products. The process begins with a consultation where customers can use an Augmented Reality tool to visualize how different options will look in their homes. After selecting products, precise measurements are taken for a custom fit, and professional technicians handle the installation. This company stands out from competitors by providing a complete service from consultation to installation, ensuring customer satisfaction. Their goal is to enhance the aesthetics, functionality, and energy efficiency of homes while maintaining a strong reputation for quality, as shown by their awards.

Cottage Grove, MinnesotaHeadquarters

1995Year Founded

VENTURE_UNKNOWNCompany Stage

VR & AR, Consumer GoodsIndustries

5,001-10,000Employees

Risks

Rising raw material costs could squeeze profit margins.

Labor shortages may delay project timelines and increase costs.

Emerging smart window technologies could impact market share.

Differentiation

Renewal by Andersen uses Augmented Reality for customer consultations, enhancing decision-making.

The company offers a complete service from consultation to professional installation.

Renewal by Andersen is recognized for high customer satisfaction, winning multiple J.D. Power awards.

Upsides

Increased demand for energy-efficient home improvements boosts market growth.

Expansion into Locust Grove, Georgia, with a $420 million investment enhances capacity.

Growing interest in eco-friendly materials aligns with Andersen's sustainable product offerings.

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