Customer Service Representative - Building Products - Base Salary to 70k/year - Lancaster, PA

Customer Service Representative - Building Products - Base Salary to 70k/year - Lancaster, PA

• Founded in 1997, our client is a leading manufacturer of specialty building products serving multifamily and hospitality markets nationwide. Known for architecturally driven composite decking, railing systems, and outdoor living accessories, they blend innovative design with long-term durability.
  
• They are adding a Customer Service Representative to serve as the central connector between customers, sales, production, and logistics. This is a detail-driven, building products position that keeps orders moving accurately and on time while ensuring contractors and partners have the information they need.

Responsibilities:

• Serve as the primary contact for contractors, dealers, homeowners, and internal sales teams via phone, email, Teams, and internal systems.
  
• Facilitate customer orders from entry through delivery, ensuring accuracy in pricing, specifications, lead times, and documentation.
  
• Enter and manage orders within ERP (D365 experience strongly preferred).
  
• Coordinate with manufacturing, warehouse, and logistics teams to keep shipments on schedule.
  
• Communicate order updates, backorders, substitutions, and delivery timing clearly and proactively.
  
• Resolve order discrepancies including shortages, damages, and shipping issues.
  
• Maintain detailed and accurate records of customer interactions and order updates.
  
• Connect the dots between departments to ensure a smooth customer experience.
  
• Provide general product guidance and terminology clarification.
  
• Escalate complex technical issues appropriately while maintaining ownership of the customer relationship.
  
• Answer incoming calls and manage team messages professionally and efficiently.

Qualifications:

• Experience in customer service within building products, construction materials, or manufacturing strongly preferred.
  
• Familiarity with ERP systems; Microsoft Dynamics 365 (D365) a major plus.
  
• Comfortable handling high call volume while managing data entry and order processing simultaneously.
  
• Experience working with contractors, dealers, or distribution channels is a plus.
  
• Railing, composite decking, or outdoor building product exposure preferred but not required.

Compensation:

• Base salary in the 55k – 70k/year range
  
• Full benefits package
  
• 401k w/matching
  
• Hybrid flexibility depending on location

#INDALL