Customer Service Representative

Customer Service Representative (CSR)

Arizona Shower Door | American Bath Group (ABG)

Location: Pheonix, AZ
Job Type: Full-Time
Schedule: Monday–Friday
Department: Customer Service / Operations Support

Build Your Career with an Industry Leader

Arizona Shower Door, a proud member of American Bath Group (ABG), is seeking an organized, dependable, and customer-focused Customer Service Representative to join our growing team.

American Bath Group is one of North America’s leading manufacturers of bathware products, serving residential, commercial, hospitality, and builder markets through trusted brands such as MAAX, Bootz, Aquatic, DreamLine, and Swan.

This is an excellent opportunity for an experienced customer service, administrative support, inside sales, or service coordination professional who enjoys solving problems, communicating with customers, and keeping daily operations organized.

At ABG, we value integrity, accountability, teamwork, customer service, and continuous improvement. We are looking for someone who takes ownership, communicates clearly, and wants to build a long-term career with a stable manufacturing organization.

Position Summary

The Customer Service Representative (CSR) is responsible for responding to customer inquiries, creating and dispatching work orders, coordinating service activity, and communicating with internal departments, vendors, and field personnel.

This role plays an important part in ensuring customer concerns are addressed accurately, professionally, and efficiently. The Customer Service Representative will maintain service records, track open requests, communicate status updates, and help resolve issues that impact customers and daily business operations.

The ideal candidate is organized, responsive, detail-oriented, and comfortable managing multiple priorities in a fast-paced office and manufacturing environment.

What You’ll Do

As a Customer Service Representative, you will:

• Answer incoming customer phone calls and emails in a professional and timely manner
• Respond to questions regarding products, orders, deliveries, service requests, and scheduling
• Create, dispatch, update, and track customer work orders
• Coordinate service activity with internal departments, vendors, installers, drivers, and field personnel
• Communicate work order details, scheduling updates, and customer requirements accurately
• Maintain complete records of customer communications and service activity
• Research customer concerns and work with internal teams to identify appropriate resolutions
• Follow up on open work orders and outstanding customer issues
• Escalate urgent, sensitive, or unresolved matters to the appropriate manager
• Enter customer, order, and service information into ERP, CRM, or internal tracking systems
• Verify information for accuracy before processing or communicating updates
• Support order entry, administrative coordination, and inside sales activities as needed
• Prioritize daily responsibilities while managing multiple customer requests
• Build positive relationships with customers and internal business partners
• Follow established customer service procedures and company policies
• Perform additional duties as assigned by customer service or operations leadership

Qualifications

We are looking for candidates who have:

• High school diploma or GED
• At least three years of customer service, administrative support, inside sales, service coordination, or related experience
• Strong verbal and written communication skills
• Professional phone and email etiquette
• Strong organizational and time-management skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and data-entry accuracy
• Ability to resolve customer concerns professionally and calmly
• Dependable attendance and consistent follow-through
• Ability to work independently and collaboratively with a team
• Proficiency with Microsoft Office, including Outlook, Word, and Excel
• Ability to learn new software, systems, and business processes

Preferred Experience

Experience in any of the following areas is preferred:

• Customer service
• Inside sales
• Order entry
• Service dispatch
• Work order coordination
• Administrative support
• Scheduling
• Manufacturing customer service
• Construction or building products
• Glass, shower doors, or related products
• Distribution or logistics
• Warranty or service operations

Additional preferred qualifications include:

• Experience using ERP or CRM systems
• Experience creating and tracking work orders
• Familiarity with customer order processing
• Experience coordinating with installers, technicians, vendors, or field personnel
• Bilingual English and Spanish communication skills

What Success Looks Like

Successful Customer Service Representatives at Arizona Shower Door:

• Respond to customers promptly and professionally
• Enter accurate work order and customer information
• Maintain clear communication with customers and internal teams
• Follow through on open service requests
• Keep service records organized and current
• Resolve routine issues independently
• Escalate urgent matters appropriately
• Remain calm and organized during high-volume periods
• Contribute to a positive customer experience

Work Environment

This position primarily works in an office or customer service environment connected to manufacturing, warehouse, distribution, and field service operations.

Employees may communicate regularly with customers, production personnel, warehouse employees, drivers, installers, vendors, and leadership. The role requires frequent computer use, telephone communication, and the ability to remain seated for extended periods.

Why Join Arizona Shower Door and American Bath Group?

We offer:

• Competitive compensation
• Comprehensive medical, dental, and vision benefits
• 401(k) with company match, where applicable
• Paid time off and company holidays
• Stable, full-time employment
• Career growth and advancement opportunities
• Team-oriented work environment
• Customer-focused culture
• Training and development opportunities
• The opportunity to join an industry-leading manufacturing organization

At American Bath Group, your work supports products used in homes, apartments, hotels, healthcare facilities, and commercial projects across North America. We value employees who communicate effectively, take ownership of their responsibilities, and provide dependable support to customers and teammates.

Employment Eligibility and Visa Sponsorship

Applicants must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout employment.

American Bath Group and Arizona Shower Door do not sponsor employment visas now or in the future for this position. This includes, but is not limited to, H-1B, TN, OPT, CPT, or other employment-based visa sponsorship or transfers.

Equal Opportunity Employer

Arizona Shower Door and American Bath Group are proud Equal Opportunity Employers. We are committed to creating an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable federal, state, or local law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of customer service, administrative support, inside sales, order entry, or service coordination experience do you have?
• Briefly describe how you have handled an upset customer while coordinating with other departments to resolve the issue.
• Do you have customer service experience in manufacturing, construction, building products, glass, shower doors, distribution, or a related industry?
• Are you proficient with Microsoft Outlook, Word, and Excel?
• Which systems have you used to manage customer orders, work orders, service requests, or customer records?
• Are you legally authorized to work in the United States without current or future employment visa sponsorship?

Ability to Commute:

• Phoenix, AZ 85017 (Required)

Work Location: In person