Design Team Coordinator/CSR

Weyerhaeuser•Austin, TX

10d•Remote

About The Position

We are searching for an experienced Customer Service Coordinator to become a member of our Specification Team that is aligned within our dynamic Marketing and Sales organization. We support our vision by providing an array of proprietary software applications (Javelin™, Forte®, Estima™, CAD) that allow our strategic partners to design, layout and perform material optimization for engineered lumber and other structural frame products that ensure their success as well as our own. The Specification Service Coordinator supports the specification service process by efficiently processing customer service requests, retrieving plans and communications from various technologies; e-mail, weblinks, Smartsheet, etc, and reviewing architectural and structural plans from these sources to determine if enough information has been provided to begin the drawing service request. Provide responsive daily customer service to customers, service providers (specifiers/designers), and the sales team. This role helps ensure requests are clarified, scheduled, and communicated effectively to drive customer satisfaction and reliable service delivery. This is a work from home role, with the occasional need to be onsite at one of our Distribution Centers located in Easton, PA; Richmond, VA; Charlotte, NC; Jacksonville, FL; Denver, CO; Tacoma, WA; Albany, OR; Salt Lake City, UT; Phoenix, AZ; Dallas/Austin/San Antonion/Houston, TX. This role is not open to those who live in other states or countries.

Requirements

2+ years of experience in customer service, operations coordination, administrative support, or a similar service-oriented role.
Ability to read and understand wood frame construction documents.
Knowledge of building materials and common construction industry standards.
Strong communication skills (written and verbal) with the ability to work with customers, sales, and technical service providers.
Highly organized with strong attention to detail; able to manage multiple requests and deadlines simultaneously.
Proficiency with Microsoft Office (Outlook, Excel, Word) and comfort learning new systems.
Ability to work effectively across organizational boundaries and collaborate within a team environment.

Nice To Haves

Experience supporting a design/specification, construction materials, or building products environment.
Familiarity with ticketing/CRM or service request tools (e.g., C4C Service Cloud, SAP, or similar).

Responsibilities

Process incoming specification service requests within established turnaround targets (e.g., 24-hour request processing) and ensure accurate service entry.
Clarify incomplete or ambiguous requests by contacting customers, sales, and/or service providers to confirm scope, timelines, and required deliverables.
Schedule, track, and prioritize work (e.g., top/low priority requests) in alignment with business needs and direction from leadership.
Execute service support transactions accurately and timely; maintain organized documentation and records in designated systems.
Respond to customer questions, troubleshoot issues, and drive resolution to prevent repeat issues; document learnings and propose process improvements.
Develop and maintain strong relationships with internal and external customers to support satisfaction and repeat business.
Coordinate across functions (sales, operations, designers/specifiers, and other partners) to ensure consistent service delivery and workload balancing.