Customer Care Coordinator I

Researches disputed orders to determine source of error, correct problems and eliminate future problems by performing the following duties. 

Receives service calls from dealers or homeowners and notes information about problems with company products. Explores potential causes and solutions to problem to avoid service call or Return Merchandise Authorization (RMA), if possible. 
 
Investigates sales orders to determine warranty status of products or other situations where company should be responsible for service or repairs. 
 
Enters information regarding a request for service in computer system.  Updates the dealers on the status of service calls and coordinates service calls with the service field reps. 
 
Orders replacement or missing parts, if needed, for service calls. 
 
Communicates with dealers and service representatives to receive information about disputed errors and scheduled service calls and to obtain necessary information to prepare replacement order, if necessary. 
 
Enters replacement orders to correct errors, including information about original order, sales order number, job name and/or purchasing order number, attempt status and reason code. 
 
Prepares and submits orders for reconditioning service for vinyl products under warranty. 
 
Confers with multiple departments within company to resolve customer service issues involved in disputed orders, including Customer Service, Sales, Manufacturing, Production Scheduling, Transportation, Service, Warehouse. 

QUALIFICATIONS   
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
EDUCATION and/or EXPERIENCE 
Requires in depth knowledge of: 
PGT products and parts with continual learning 
PGT procedures including shipping procedures, RMA’s, production releases and service orders 
AS400 computer application for service call entry, order entry, and retrieval 
Familiarity with PC-based software, i.e. Microsoft Office 
On-the-job training in RVI and Frontier 
LANGUAGE / COMMUNICATION SKILLS 
Requires good communication skills with external and internal customers 
 
MATHEMATICAL SKILLS 
Requires some calculating 
 
REASONING ABILITY 
Ability to investigate and reach solid conclusions about sources of and solutions to problems 
Ability to maintain self-control under stress 

Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse/dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.

• Three comprehensive Medical plan options
• Prescription
• Dental
• Vision
• Company Paid Life Insurance
• Voluntary Life Insurance
• Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Paid time off (PTO) and paid Holidays
• 401k retirement plan with company match
• Employee Assistance Program
• Teladoc
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program
• Tuition Reimbursement
• Yearly Wellness Clinic

MITER Brands, also known as MI Windows and Doors, Milgard and PGT Industries are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category.