Customer Service

Introduction

At Senneca, we embrace the entrepreneurial spirit of the innovators that created our brands from traffic doors, to cold storage doors to fiberglass doors and beyond. We are committed to exceeding our customers' expectations and to provide doors that offer safety and protection to our customers' most important assets…people, products, capital investments and processes.
Overview
We are searching for an experienced
Customer Service Representative/Order Entry.
Location: Remote (U.S.)

Schedule: Preferred shift 11:00 a.m.-8:00 p.m. ET or 10:00 a.m.-7:00 p.m. ET

Employment Type: Full-time

If you are looking for an opportunity to make a difference, help set the standard and reflect the core values of an organization. Come join "One Team Senneca Holdings."
Company Paid:

• Life Insurance, STD, and LTD
• 3 weeks PTO
• 8 paid holidays in 2025
• Parental Leave

Additional Benefits:

• 401k with company match
• Medical, dental, vision
• Employee Discount Programs
• Miscellaneous other optional benefits
• Career development and tuition assistance
• Diverse, inclusive and welcoming culture

We are searching for an experienced Customer Service Representative / Order Entry professional. If you're looking for an opportunity to make a difference, help set the standard, and reflect the core values of our organization, come join One Team Senneca Holdings.

Responsibilities

• Develop and maintain strong working knowledge of the ERP system and Help Scout to ensure timely responses to quotes, orders, and general/technical inquiries.
• Demonstrate expertise in product features, benefits, intended use, installation basics, value proposition, and competitive position.
• Accurately process 70+ quotes and orders per week.
• Handle a high volume of calls, emails, and chats; triage email/voicemail to quickly assess and address needs.
• Provide specialized support by anticipating needs, troubleshooting, offering product and basic technical guidance, and resolving issues same day to drive customer satisfaction.
• Guide customers to product solutions aligned to project requirements.
• Build trust through clear verbal/written communication, active listening, and empathy; maintain open, proactive communication on order status and expectations.
• Partner cross-functionally (Operations, Engineering, Sales) on customer and operational opportunities to enhance the experience and increase revenue.

Requirements

• 2+ years in customer service and/or sales; manufacturing or building-products industry experience preferred.
• Ability to read and understand building plans/specifications is a plus.
• Strong attention to detail; learns quickly and continuously grows functional knowledge (products, admin processes, freight/warranty claims, etc.).
• Customer-obsessed with a commitment to follow-through in a fast-paced, continuous-improvement environment.
• Proven problem solver with a solutions mindset; delivers on commitments and exceeds expectations.
• Professional written and verbal communication; excellent listening skills.
• Proficient with Microsoft Outlook, Excel, PDF tools, and web-based applications.
• Solid math skills (discounts, tax, proportions, percentages) and strong general problem-solving.
• Able to multi-task, prioritize, and manage time effectively to meet weekly goals; results oriented.

Education:

• High school diploma or equivalent required.
• Associate or Bachelor's degree preferred (relevant customer service experience may substitute).

Equal Opportunity Employer
Our company provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Please, no third-party candidates or phone calls.