Design Team Coordinator/CSR

Weyerhaeuser•Austin, TX

11d•$58,000 - $88,000•Remote

About The Position

Weyerhaeuser is a leader in the world's structural framing market, providing innovative products, systems, and services for residential, Multi-Family, light commercial, and home improvement applications. The company is seeking an experienced Customer Service Coordinator to join its Specification Team within the Marketing and Sales organization. This role supports the specification service process by managing customer service requests, retrieving plans and communications from various sources (e-mail, weblinks, Smartsheet), and reviewing architectural and structural plans to ensure sufficient information is available to begin the drawing service request. The position provides daily customer service to customers, service providers (specifiers/designers), and the sales team, ensuring requests are clarified, scheduled, and communicated effectively to drive customer satisfaction and reliable service delivery. This is a remote role, with occasional onsite requirements at Weyerhaeuser Distribution Centers across the US. The company utilizes proprietary software applications (Javelin™, Forte®, Estima™, CAD) for designing, layout, and material optimization of engineered lumber and structural frame products.

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.