Customer Service Representative I

Join the Duro-Last team, a brand of Amrize Building Envelope and the world’s largest manufacturer of custom-fabricated commercial roofing solutions. 

Were seeking a Customer Service Representative I who's ready to be part of an innovative, people-first brand shaping the future of the roofing industry.

ABOUT THE ROLE
We’re looking for a Customer Service Representative I to join our team and help deliver an exceptional experience for our customers. In this role, you’ll support the full order lifecycle - entering orders, resolving issues, coordinating with internal teams, and ensuring customers receive accurate, timely information. Your ability to problem-solve, stay organized, and communicate clearly will make you a trusted partner to our customers and teammates.

WHAT YOU’LL ACCOMPLISH

Order Entry & Customer Support (60%)

• Receive and enter customer orders via phone, email, fax, and web.
• Support order entry for Duro-Guard product lines.
• Ensure orders are accurate, complete, and aligned with product specifications.
• Identify and correct incomplete or inaccurate customer submissions.
• Navigate all required systems with confidence.
• Understand product capabilities, shipping methods, manufacturing processes, and inventory locations.
• Collaborate with related departments as needed during the ordering process.

Customer Issue Resolution (30%)

• Assist customers with shipping questions, returns, credits, order changes, and general service needs.
• Investigate concerns across required systems and determine appropriate solutions.
• Escalate issues or pricing exceptions when needed.
• Process credits/returns up to $500 without approval.
• Coordinate with internal teams such as Warranty, Inventory, Shipping, Production, and Accounting.
• Follow up with outside vendors to ensure timely resolution.

OEM Order Support (5%)

• Enter standard OEM orders and prepare basic quotes.
• Apply general knowledge of OEM customer needs and calculate required materials.

Additional Responsibilities (5%)

• Provide support for other customer service functions including CSA duties, switchboard coverage, gatekeeping, and out-of-stock notifications.
• Perform other tasks assigned by management.

WHAT WE’RE LOOKING FOR

• Bachelor’s Degree
• 1–2 years of customer service experience (required)
• Strong written and verbal communication skills
• Ability to remain calm and professional in challenging customer interactions
• Comfortable navigating multiple computer programs
• Strong attention to detail and accuracy
• Solid math skills
• Ability to evaluate information, problem-solve, and recommend solutions
• Positive, team-oriented attitude with the ability to handle multiple tasks at once

WHAT WE OFFER

• Competitive salary & Bonus Incentive
• Retirement Savings: Choose from 401(k) pre-tax and/or Roth after-tax savings
• Medical, Dental, Vision, Disability and Life Insurance
• Holistic Health & Well-being programs
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSA)
• Paid time off including 12 paid holidays
• Paid Parental Leave (maternity & paternity)
• Educational Assistance Program

#Duro-Last