Customer & Technical Support Coordinator at Kawneer

📍 Job Overview

Job Title: Customer & Technical Support Coordinator
Company: Kawneer
Location: Springdale, Arkansas, United States
Job Type: On-site, Full time
Category: Customer Support & Technical Support
Date Posted: 2025-04-10
Experience Level: Entry-level to Associate (0-2 years)
Remote Status: On-site

🚀 Role Summary

The Customer & Technical Support Coordinator serves as a vital link between customers, manufacturing processes, and sales professionals at Kawneer. This role is responsible for creating a positive customer experience by addressing customer inquiries, resolving technical issues, and facilitating smooth manufacturing processes. Key aspects of this role include:

Acting as a customer advocate and problem solver
Collaborating with cross-functional teams to ensure customer satisfaction
Maintaining accurate and up-to-date customer and product data

📝 Enhancement Note: This role is ideal for individuals with strong communication skills and a passion for customer service, seeking to grow within a manufacturing environment.

💻 Primary Responsibilities

Customer Service & Technical Support: Handle customer inquiries and technical support requests professionally and efficiently, aiming to resolve issues promptly and to the customer's satisfaction.
Manufacturing Takeoffs & Door Hardware Analysis: Collaborate with the manufacturing team to ensure accurate takeoffs and door hardware analysis, minimizing errors and delays in production.
Purchase Order Processing & Pricing Verification: Manage purchase orders for fabrication, verify pricing, and maintain accurate records to streamline the order-to-cash process.
Data Maintenance: Keep customer and product data up-to-date and accurate, ensuring smooth operations and informed decision-making across departments.
Problem Resolution & Customer Service: Troubleshoot customer issues, escalate complex problems when necessary, and maintain open lines of communication with customers until resolution.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, with a focus on understanding customer needs and finding effective solutions.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant associate's or bachelor's degree in a related field is preferred.

Experience: Previous experience in customer service, technical support, or a related field is beneficial but not required. Demonstrated problem-solving skills and a customer-focused mindset are essential.

Required Skills:

Excellent communication skills, both written and verbal
Strong problem-solving abilities and a customer-focused mindset
Proficiency in Microsoft Office Suite and CRM software
Basic understanding of manufacturing processes and door hardware
Ability to work independently and in a team environment

Preferred Skills:

Experience with ERP systems and manufacturing software
Familiarity with Kawneer products and industry-specific terminology
Fluency in a second language (Spanish)

📝 Enhancement Note: While not required, experience in a manufacturing environment or with Kawneer products can provide a significant advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service & Technical Support: Provide examples of successful customer interactions, problem resolution, and positive customer feedback.
Data Management: Demonstrate your ability to maintain accurate and up-to-date customer and product data through case studies or projects.
Process Improvement: Highlight any initiatives or projects where you improved customer service processes, reduced errors, or enhanced customer satisfaction.

Technical Documentation:

Customer Service & Technical Support: Prepare a document outlining your approach to handling customer inquiries, troubleshooting techniques, and escalation procedures.
Data Management: Create a data management plan, outlining how you would maintain accurate and up-to-date customer and product data in this role.
Process Improvement: Develop a process improvement proposal, detailing how you would enhance customer service processes within the organization.

📝 Enhancement Note: While a traditional web portfolio may not be applicable to this role, demonstrating strong customer service skills, data management abilities, and process improvement initiatives can help you stand out.

💵 Compensation & Benefits

Salary Range: The salary range for this position is estimated to be between $35,000 and $45,000 per year, based on regional market data for entry-level to associate customer support roles in the manufacturing industry.

Benefits:

Health, dental, and vision insurance
401(k) retirement plan with company match
Paid time off (vacation, sick, and holidays)
Employee discounts on Kawneer products
Opportunities for career growth and professional development

Working Hours: This is a full-time, on-site position with a standard workweek of 40 hours, typically Monday through Friday, 8:00 AM to 5:00 PM, with an hour lunch break. Occasional overtime may be required to meet customer demands or project deadlines.

📝 Enhancement Note: Salary and benefit information are based on regional market data and may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Kawneer is a leading manufacturer of architectural aluminum products and systems for the commercial construction industry. This role is part of the Kawneer Service Center, which focuses on providing exceptional customer service and support for Kawneer products.

Company Size: Kawneer is a large organization with a global presence, employing over 10,000 people worldwide. The Austell GA Kawneer Service Center is one of many locations dedicated to serving customers and supporting the company's manufacturing operations.

Founded: Kawneer was founded in 1947 and has since grown to become a trusted name in the architectural aluminum industry, known for its innovative products and commitment to customer satisfaction.

Team Structure: The Austell GA Kawneer Service Center is a cross-functional team consisting of customer service representatives, technical support specialists, manufacturing specialists, and sales professionals. The Customer & Technical Support Coordinator will work closely with these teams to ensure customer satisfaction and streamlined operations.

Development Methodology: Kawneer follows a structured approach to continuous improvement, focusing on lean manufacturing principles and customer-centric processes. The Customer & Technical Support Coordinator will play a crucial role in driving these initiatives and enhancing the customer experience.

Company Website: Kawneer Website

📝 Enhancement Note: Kawneer's commitment to customer satisfaction and continuous improvement provides an excellent environment for growth and professional development in this role.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to associate position within the customer support and technical support career path. The ideal candidate will have a strong customer focus, excellent communication skills, and a willingness to learn and grow within the organization.

Reporting Structure: The Customer & Technical Support Coordinator will report directly to the Austell GA Kawneer Service Center Manager and work closely with cross-functional teams, including customer service representatives, technical support specialists, manufacturing specialists, and sales professionals.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of Kawneer's products and services. By providing exceptional customer service and support, the Customer & Technical Support Coordinator helps ensure that customers remain satisfied and loyal to the Kawneer brand.

Growth Opportunities:

Customer Service & Technical Support Specialist: After gaining experience and demonstrating strong performance, the Customer & Technical Support Coordinator may advance to a Customer Service & Technical Support Specialist role, focusing on more complex customer issues and technical support.
Manufacturing Specialist: With a solid understanding of Kawneer products and manufacturing processes, the Customer & Technical Support Coordinator may transition into a Manufacturing Specialist role, focusing on production, quality control, and process improvement.
Sales Professional: By developing strong product knowledge and customer relationships, the Customer & Technical Support Coordinator may pursue a career in sales, representing Kawneer products to customers and contributing to the company's revenue growth.

📝 Enhancement Note: Kawneer offers numerous opportunities for career growth and professional development within its customer support, technical support, manufacturing, and sales functions.

🌐 Work Environment

Office Type: The Austell GA Kawneer Service Center is a modern, professional office environment with a collaborative and customer-focused culture. The office is designed to facilitate open communication and teamwork among customer service representatives, technical support specialists, manufacturing specialists, and sales professionals.

Office Location(s): The Austell GA Kawneer Service Center is located in Austell, Georgia, a suburb of Atlanta. The office is easily accessible and offers ample parking for employees.

Workspace Context:

Customer Service & Technical Support: The workspace is equipped with modern communication tools, including phones, computers, and customer relationship management (CRM) software, to facilitate efficient customer interactions and problem resolution.
Data Management: The workspace provides access to relevant customer and product data, enabling the Customer & Technical Support Coordinator to maintain accurate and up-to-date records.
Collaboration: The workspace is designed to encourage collaboration among team members, fostering open communication and knowledge sharing to enhance the customer experience.

Work Schedule: This is a full-time, on-site position with a standard workweek of 40 hours, typically Monday through Friday, 8:00 AM to 5:00 PM, with an hour lunch break. Occasional overtime may be required to meet customer demands or project deadlines.

📝 Enhancement Note: Kawneer's collaborative work environment and customer-focused culture provide an ideal setting for the Customer & Technical Support Coordinator to thrive and grow professionally.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to discuss your application, customer service experience, and understanding of the role.
On-site Interview: A visit to the Austell GA Kawneer Service Center for a face-to-face interview with the Service Center Manager and other team members. This interview will focus on your customer service skills, problem-solving abilities, and fit within the team.
Role-play & Scenario-based Exercises: During the on-site interview, you may be asked to participate in role-play exercises or scenario-based challenges to demonstrate your customer service and problem-solving skills.
Final Decision: After the on-site interview, the hiring team will make a final decision and extend an offer to the selected candidate.

Portfolio Review Tips:

Customer Service & Technical Support: Prepare examples of successful customer interactions, problem resolution, and positive customer feedback to demonstrate your customer service skills and problem-solving abilities.
Data Management: Highlight your experience with customer and product data management, outlining your approach to maintaining accurate and up-to-date records.
Process Improvement: Showcase any initiatives or projects where you improved customer service processes, reduced errors, or enhanced customer satisfaction.

Technical Challenge Preparation:

Customer Service & Technical Support: Brush up on your customer service skills, focusing on active listening, empathy, and effective communication. Familiarize yourself with common customer inquiries and troubleshooting techniques related to Kawneer products.
Data Management: Review your data management skills, ensuring you are comfortable with CRM software, data entry, and maintaining accurate customer and product records.
Process Improvement: Prepare for scenario-based exercises and role-play challenges that focus on identifying inefficiencies, proposing solutions, and driving process improvement.

ATS Keywords: (Organized by category)

Customer Service & Technical Support:

Customer Service
Technical Support
Problem Resolution
Customer Relationship Management (CRM)
Customer Experience
Customer Satisfaction
Customer Retention
Customer Communication
Customer Interaction
Customer Feedback

Data Management:

Data Entry
Data Maintenance
Data Accuracy
Customer Data
Product Data
Database Management
Customer Relationship Management (CRM)

Process Improvement:

Process Improvement
Lean Manufacturing
Six Sigma
Continuous Improvement
Error Reduction
Efficiency Gains
Process Analysis
Process Documentation

📝 Enhancement Note: Kawneer's interview process is designed to assess your customer service skills, problem-solving abilities, and fit within the team. By preparing for role-play exercises and scenario-based challenges, you can demonstrate your qualifications and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Customer Relationship Management (CRM) Software: Kawneer uses CRM software to manage customer interactions, track customer data, and facilitate customer service and support. Familiarity with CRM software, such as Salesforce or Microsoft Dynamics, is beneficial but not required.

Manufacturing Software: Kawneer employs manufacturing software to manage production, track inventory, and streamline the order-to-cash process. Basic understanding of manufacturing software, such as ERP systems or manufacturing execution systems (MES), is helpful but not required.

📝 Enhancement Note: While this role does not require extensive technical skills, familiarity with CRM and manufacturing software can provide a competitive advantage in the application and interview process.

👥 Team Culture & Values

Customer Service & Technical Support Values:

Customer Focus: Kawneer prioritizes customer satisfaction and strives to exceed customer expectations in every interaction.
Problem Solving: Kawneer encourages a proactive approach to problem-solving, empowering team members to find creative and effective solutions to customer challenges.
Continuous Improvement: Kawneer is committed to continuous improvement, fostering a culture of innovation and growth within the organization.
Collaboration: Kawneer values open communication and teamwork, encouraging cross-functional collaboration to enhance the customer experience.

Collaboration Style:

Cross-functional Integration: The Austell GA Kawneer Service Center is a cross-functional team consisting of customer service representatives, technical support specialists, manufacturing specialists, and sales professionals. The Customer & Technical Support Coordinator will work closely with these teams to ensure customer satisfaction and streamlined operations.
Knowledge Sharing: Kawneer encourages knowledge sharing and learning opportunities, fostering a culture of growth and development within the organization.
Technical Mentoring: Kawneer provides opportunities for technical mentoring and skill development, helping team members grow professionally and advance their careers.

📝 Enhancement Note: Kawneer's customer-focused culture and commitment to continuous improvement provide an ideal environment for the Customer & Technical Support Coordinator to grow and succeed in their role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Service & Technical Support: Handling complex customer inquiries and technical support requests, requiring strong problem-solving skills and a deep understanding of Kawneer products.
Data Management: Maintaining accurate and up-to-date customer and product data, ensuring smooth operations and informed decision-making across departments.
Process Improvement: Identifying inefficiencies and proposing solutions to enhance customer service processes and drive continuous improvement.

Learning & Development Opportunities:

Customer Service & Technical Support: Attend workshops, webinars, or online courses to enhance your customer service skills, problem-solving abilities, and product knowledge.
Data Management: Participate in training sessions or certifications to improve your data management skills and familiarity with CRM software.
Process Improvement: Engage in continuous improvement initiatives, such as Lean Manufacturing or Six Sigma, to develop your process analysis and improvement skills.

📝 Enhancement Note: Kawneer offers numerous opportunities for learning and development, enabling the Customer & Technical Support Coordinator to grow professionally and advance their career within the organization.

💡 Interview Preparation

Technical Questions:

Customer Service & Technical Support: Prepare for scenario-based questions that focus on customer service skills, problem-solving abilities, and product knowledge.
Data Management: Brush up on your data management skills, ensuring you are comfortable with CRM software, data entry, and maintaining accurate customer and product records.
Process Improvement: Review your process improvement skills, preparing for questions that focus on identifying inefficiencies, proposing solutions, and driving continuous improvement.

Company & Culture Questions:

Customer Service & Technical Support: Research Kawneer's customer service and technical support processes, demonstrating your understanding of the company's commitment to customer satisfaction.
Data Management: Familiarize yourself with Kawneer's data management practices, outlining your approach to maintaining accurate and up-to-date customer and product data.
Process Improvement: Investigate Kawneer's continuous improvement initiatives, showcasing your understanding of the company's dedication to driving process improvement and enhancing the customer experience.

Portfolio Presentation Strategy:

Customer Service & Technical Support: Prepare examples of successful customer interactions, problem resolution, and positive customer feedback to demonstrate your customer service skills and problem-solving abilities.
Data Management: Highlight your experience with customer and product data management, outlining your approach to maintaining accurate and up-to-date records.
Process Improvement: Showcase any initiatives or projects where you improved customer service processes, reduced errors, or enhanced customer satisfaction.

📝 Enhancement Note: Kawneer's interview process is designed to assess your customer service skills, problem-solving abilities, and fit within the team. By preparing for scenario-based questions and demonstrating your understanding of the company's commitment to customer satisfaction, you can increase your chances of success in the interview process.

📌 Application Steps

To apply for this Customer & Technical Support Coordinator position at Kawneer:

Submit your application: Visit the Kawneer careers page and submit your application through the job posting.
Tailor your resume: Highlight your customer service experience, problem-solving skills, and any relevant data management or process improvement experience in your resume.
Prepare for the phone or video screen: Brush up on your customer service skills, product knowledge, and understanding of the role before your phone or video screen.
Research Kawneer: Familiarize yourself with Kawneer's products, customer service processes, and commitment to continuous improvement before your on-site interview.
Prepare for role-play and scenario-based exercises: Practice common customer inquiries, troubleshooting techniques, and process improvement strategies to demonstrate your qualifications and increase your chances of success in the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer & Technical Support Coordinator