Job Details

Job Location: Cobb Custom (MIL) - San Bernardino, CA

Salary Range: $22.50 - $27.00 Hourly

Job Description

The Outside Remote Customer Service Representative serves as the primary remote point of contact for distributors, contractors, dealers, architects, and end users. This position manages customer inquiries, warranty claims, order status requests, product questions, CAD specifications and drawing reviews, and service issues. The role collects and verifies all relevant information, reviews Frontier ERP records, interprets drawings and specifications, communicates directly with customers, and strives to resolve issues during the initial interaction whenever possible. Issues requiring additional investigation or management approval are escalated to the Customer Service Manager while maintaining proactive communication until resolution is achieved.

Essential Job Functions

• Respond to customer inquiries regarding orders, products, warranties, and service requests.
• Review CAD drawings, architectural specifications, and product details for accuracy.
• Collect and verify customer information, order documentation, and ERP records.
• Resolve customer concerns during the initial interaction whenever possible.
• Coordinate with Sales, Engineering, Production, Scheduling, Purchasing, and Customer Service.
• Escalate unresolved or complex issues to the Customer Service Manager.
• Maintain professional communication with customers throughout the life of each case.

Primary Responsibilities

• Review customer orders, quotations, CAD drawings, and project documentation.
• Verify information within Frontier ERP before communicating commitments.
• Support customers with product specifications, technical questions, and installation guidance.
• Document customer interactions, follow-up activities, and action items in Monday.com.
• Monitor open customer cases until final resolution.
• Identify recurring issues and recommend process improvements.

Knowledge, Skills & Abilities

• Excellent customer service and communication skills.
• Ability to read and interpret architectural drawings and CAD specifications.
• Knowledge of millwork, doors, windows, and manufacturing processes.
• Strong organizational, analytical, and problem-solving skills.
• Proficiency with Microsoft Office, Frontier ERP, Monday.com, and CAD document review.

Monday.com Responsibilities

• Manage customer service workflows and assigned escalations.
• Track customer communications, follow-up tasks, and project milestones.
• Coordinate activities with internal departments to ensure accountability.

Frontier ERP Responsibilities

• Review customer orders, quotations, inventory, production, and shipment status.
• Verify pricing, specifications, and delivery information.
• Maintain accurate customer service documentation and case history.

Key Performance Indicators (KPIs)

• First-contact resolution rate.
• Customer satisfaction (CSAT).
• Average response and resolution time.
• Documentation accuracy.
• Warranty and escalation turnaround time.
• CAD/document review accuracy.

Physical Requirements

Office environment with frequent computer, telephone, and video conferencing use. Requires prolonged sitting, occasional travel to customer or manufacturing locations, and the ability to occasionally lift up to 25 pounds.

Compensation and Benefits

• Competitive.
• Comprehensive health, dental, and vision insurance.
• 401 (k) plan with company match.
• Paid vacation, holidays, and sick leave.
• Professional development opportunities.
• Travel allowances.

T.M. Cobb/ Haley Brothers, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. T.M. Cobb does not hire anyone under the age of 18.