INSIDE SALES CUSTOMER SERVICE REP (CSR)

T.M. Cobb Companies•San Bernardino, CA

22d•$23 - $27•Onsite

About The Position

The Outside Remote Customer Service Representative serves as the primary remote point of contact for distributors, contractors, dealers, architects, and end users. The role manages customer inquiries, warranty claims, order status requests, product questions, CAD specifications and drawing reviews, and service issues. It collects and verifies relevant information, reviews Frontier ERP records, interprets drawings and specifications, communicates directly with customers, and aims to resolve issues during the initial interaction when possible. Issues requiring additional investigation or management approval are escalated to the Customer Service Manager, with proactive communication maintained until resolution. The position reviews customer orders, quotations, CAD drawings, and project documentation; supports customers with product specifications, technical questions, and installation guidance; documents interactions and follow-up in Monday.com; and monitors open cases through resolution. It coordinates with Sales, Engineering, Production, Scheduling, Purchasing, and Customer Service, and identifies recurring issues and possible process improvements. The work is based in an office environment and involves frequent computer, telephone, and video-conferencing use. It includes prolonged sitting, occasional travel to customer or manufacturing locations, and occasionally lifting up to 25 pounds. The employer provides equal employment opportunities and prohibits discrimination and harassment. Applicants must be at least 18 years old.

Requirements

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.
Must be at least 18 years old.

Responsibilities

Respond to customer inquiries regarding orders, products, warranties, and service requests.
Review CAD drawings, architectural specifications, product details, customer orders, quotations, and project documentation for accuracy.
Collect and verify customer information, order documentation, and ERP records.
Resolve customer concerns during the initial interaction whenever possible.
Coordinate with Sales, Engineering, Production, Scheduling, Purchasing, and Customer Service.
Escalate unresolved or complex issues to the Customer Service Manager.
Maintain professional communication with customers throughout each case and provide proactive follow-up until resolution.
Support customers with product specifications, technical questions, and installation guidance.
Document customer interactions, follow-up activities, action items, and case history in Monday.com and Frontier ERP.
Monitor open customer cases, workflows, escalations, follow-up tasks, and project milestones through final resolution.
Review orders, quotations, inventory, production, and shipment status in Frontier ERP; verify pricing, specifications, and delivery information before communicating commitments.
Coordinate activities with internal departments to ensure accountability.
Identify recurring issues and recommend process improvements.