Customer Experience Representative

Souderton, PA, USA | Full TimeOur mission statement begins with you:Enthusiastic Employees...Flawless Performance...Delighted Customers!6+ Weeks of Paid Days Off in First Full YearYes, you read that correctly. We just believe in a work-life balance. With 15 days of paid time off (PTO) and 16 paid holidays, you will have a total of 31 days off (6+ weeks) in your first full year with us.But wait, there's more...We add an extra 5 days of PTO in your second year for a total of 36 days off (7+ weeks). Almost two months of paid days off.A little about Craft-Bilt:We believe life is better outside. Fresh air and natural light aren't just enjoyable, they're essential for our mental and physical well-being. Who really wants to be stuck inside under fluorescent lights, breathing recycled air, when we could be outside making real connections with friends and neighbors?We are a mid-sized, family-owned manufacturing company that brings America outside. At Craft-Bilt Manufacturing Company, we design and build high-quality, affordable home improvements that help homeowners make the most of their outdoor spaces.Our products include retractable awnings, sunrooms, decking, and railings.Customer Experience RepresentativeLocation: On-Site | Monday–Friday, 8:00 AM – 5:00 PMAbout the RoleWe're looking for a detail-oriented and customer-focused Customer Experience Representative to join our team. In this role, you'll serve as a key point of contact for our customers-helping ensure a smooth, professional, and positive experience from inquiry through resolution.This position is ideal for someone who enjoys problem-solving, thrives in a fast-paced manufacturing environment, and takes pride in delivering exceptional service.What You'll DoServe as a primary contact for customers via phone and emailAddress questions, resolve issues, and provide timely follow-upCollaborate with internal teams to ensure accurate and efficient order processingNavigate and maintain data within ERP/CRM/CPQ systemsReview product details, including bills of materials (BOMs) and routingsSupport continuous improvement by identifying process or service enhancementsWhat We're Looking ForSkills & StrengthsStrong communication skills with a professional, customer-first mindsetAttention to detail – validating order accuracy before production; prioritizing high-volume, competing requestsProven ability to troubleshoot issues and find effective solutionsHighly organized with strong attention to detailEagerness to learn and grow within a technical product environmentB2B customer service experience (or B2B customer-facing equivalent) required; manufacturing experience preferredAdaptability – thrive in a cyclical, high-demand environment with predictable peak seasons; maintain accuracy and responsiveness during high-volume periodsTechnical QualificationsProficiency in Microsoft Word and ExcelProficient typing skillsSystems Aptitude – We will train you on our company-specific ERP, CRM, and CPQ systems. The ideal candidate should have the ability to learn how these systems function individually, understand how they connect, and use that knowledge to support production flow in an order-driven environment.Familiarity with manufacturing, bills of materials (BOMs) and routings preferredPerks & Benefits:Fully Paid Medical & Dental Insurance - Coverage for you and your eligible dependentsFinancial Security - Company-paid short- and long-term disability, life insurance, and a 401(k) retirement planGrowth & Stability - A full-time, year-round position in a company that values its employees and their expertiseAt Craft-Bilt, we believe our employees are our greatest asset. We provide a fantastic workplace, excellent benefits, and a role where you can truly make an impact.Ready to join the team? Apply today!