Customer Service Representative

Apogee Enterprises, Inc.•Louisville, KY

23h

About The Position

UW Interco, LLC Apogee Enterprises, Inc. (NASDAQ: APOG), was founded in 1949 and is headquartered in Minneapolis, MN. Apogee is a growing, profitable company with annual revenues approaching $1.5 billion. We provide distinctive metal and glass solutions for enclosing commercial buildings, and glass and acrylic solutions for picture framing and display applications. To learn more visit: www.apog.com. The Apogee Performance Surfaces segment has grown from $100M to $200M in revenue through a recent acquisition. Our brands in the Performance Surfaces portfolio develop and manufacture high-performance coated materials for a variety of applications, including wall décor, museums, graphic design, architectural interiors, digital display, and industrial flooring markets. We are the global leader in anti-reflective, conservation grade electrostatic dissipative, high-definition, and abrasion resistance coatings, that provide protection, innovative designs, and exceptional durability. Position Summary The Customer Service Representative supports customers of the Unisub and ChromaLuxe brands by providing responsive, accurate, and professional service across order management, product inquiries and problem resolution. This role serves as a key liaison between customers, distribution partners, sales, production, and logistics. This role plays a critical part in delivering an exceptional customer experience across the segment.

Requirements

Two or three years of customer service experience in a business-to-business or manufacturing environment preferred.
Experience working with ERP systems (required) and CRM systems (preferred, even at light/basic usage levels).
Strong verbal and written communication skills with a customer-first mindset.
Excellent attention to detail and accuracy in data entry and documentation
Ability to prioritize workload, manage multiple requests, and work independently.
Problem-solving skills with the ability to navigate complex or technical customer inquiries.
Positive attitude and professional image.
Proficiency in Microsoft Office (Excel, Outlook, Word).
Team-oriented mindset with positive interpersonal skills.

Responsibilities

Customer Support & Relationship Management Serve as the primary customer contact for inquiries, product questions, order details and issue resolution.
Communicate professionally with a wide range of customer types to ensure a positive experience.
Assess customer needs and provide accurate information regarding product availability, lead times, and pricing.
Collaborate with quality, operations, logistics and sales teams to resolve service, delivery, or product concerns.
Maintain comprehensive knowledge of Unisub and ChromaLuxe product offerings, configurations, and production processes.
Order Management & Documentation Accurately enter, update, and maintain customer orders in the ERP system.
Monitor open orders, backorders, and shipments, providing timely updates to customers.
Process returns, replacements, credits, and adjustments following established business rules.
Complete sample requests and coordinate fulfillment through ERP and CRM tools.
ERP & CRM Usage Use the ERP system as the primary tool for order entry, customer account maintenance, and shipment visibility.
Use the CRM system in a growing capacity to document customer interactions, track follow-ups, and maintain basic account notes as part of ongoing CRM adoption.
Support data accuracy across both systems by consistently updating customer information and order details.
Cross-Functional Collaboration & Continuous Improvement Partner with sales, operations, logistics, and quality teams to ensure seamless customer support.
Participate in continuous improvement initiatives to streamline processes and enhance service levels.
Provide coverage for teammates and assist in cross-training efforts to support team flexibility.

Benefits

Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)
Incentive Plans
401(k) with employer contribution and match
Employee Stock Purchase Plan with employer match
Paid Time Off (Vacation and Sick Time)
Paid Holidays
Tuition Reimbursement Program
Employee Assistance Program (EAP)
Wellness Program
Training and Career Progression