Customer Experience Representative

🕒 4 days ago

🚗 Michigan – Remote

🚗 Michigan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Duravent Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🔧 Hardware

🛒 Retail

Manufacturing • Hardware • Retail

Duravent Group is a climate-technology leader in the venting and air control industries with over 100 years of expertise. The company manufactures and supplies venting, chimney, hearth, and air control systems for residential and commercial applications through a family of trusted brands and strategic retail and distribution partnerships. Duravent serves professionals (installers, homebuilders), commercial specifiers (GCs, architects, engineers), and DIY consumers, emphasizing engineered performance, code compliance, safety, sustainability, and reliable manufacturing and supply.

📋 Description

• Answer a high volume of calls and handle customer requests • Enter and manage customer orders of varying complexity, ensuring accuracy, timeliness, and adherence to customer-specific requirements and Duravent policies • Coordinate and manage custom project opportunities, including quoting and order execution using technical drawings, specifications, and construction submittals • Provide pricing, product availability, and lead-time information to customers and distributors via phone and email • Investigate and process credits, returns, complaints, and customer escalations • Navigate pricing changes, customer-specific agreements, and program requirements to ensure accurate orders • Develop expertise across multiple product brands and learn new products, systems, and processes • Collaborate with Sales, Manufacturing, Logistics, Product Management, Engineering, and other internal departments • Identify solutions, proactively communicate updates, and ensure a positive customer experience throughout the order lifecycle • Manage multiple priorities in a fast-paced environment while maintaining attention to detail and meeting customer expectations • Build strong relationships across departments and contribute to the success of the Customer Experience team

🎯 Requirements

• High school diploma or GED required • 5 years in a customer service role • Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook • Experience with pivot tables and V-lookups a plus • Experience in an ERP, especially Oracle and/or SAP • Current U.S. work authorization without requiring future visa sponsorship

🏖️ Benefits

• 401(K) with match • Thirteen Paid Holidays • Paid Vacation • Paid Personal Time Off • Medical Insurance • Dental Insurance • Vision Insurance • Long Term Disability Insurance • Short Term Disability Insurance (variable per state) • Life Insurance • Flexible Spending Accounts • Employee Assistance Plan