Customer Service Representative

Company Description The Williams Brothers Corporation of America, founded in 1991 by George and Angie Williams, is built on a commitment to quality in the building and architectural industry. Over the years, the company has expanded from a single access door style to nearly 500 different access door styles, sizes, and accessories. It is internationally recognized, serving customers worldwide and across the United States. The company operates a headquarters in Front Royal, VA, and a western distribution center in Reno, NV, both fully stocked to support distributors and end-users. The Williams Brothers Corporation of America manufactures and supplies a full line of access panels, doors, roof hatches, smoke vents, and floor doors.

Role Description The Customer Service Representative is a full-time, on-site role based in Front Royal, VA. This role is responsible for responding to customer inquiries via phone, email, and other channels, providing accurate information about products, orders, and deliveries. The representative will process orders, track shipments, and coordinate with internal teams such as sales, warehouse, and logistics to resolve issues efficiently. Daily activities include documenting interactions in company systems, following up on open cases, and maintaining a high level of professionalism and empathy in all communications. The role also involves supporting continuous improvement of customer service processes by sharing feedback and identifying common customer needs.

Qualifications

• Strong customer-facing skills, including Customer Service and Customer Experience.
• Ability to provide effective Customer Support while maintaining high Customer Satisfaction.
• Experience working as or with Customer Service Representatives in a similar environment.
• Clear and professional verbal and written communication skills.
• Basic proficiency with computers, CRM systems, and order management software.
• Strong problem-solving abilities and attention to detail in handling customer requests.
• Ability to work on-site in Front Royal, VA and collaborate with cross-functional teams.
• Previous experience in manufacturing, distribution, or building products is a plus.