Customer Service Representative

Company Overview

Unified Door & Hardware Group (UDHG), a Foundation Building Materials company, is a premier distributor and solutions provider for the commercial door and hardware industry across North America. With a focus on quality, service, and expertise, UDHG partners with contractors, builders, and architects to deliver comprehensive door, frame, and hardware solutions for a wide range of projects. Headquartered in New Jersey, UDHG operates with a strong presence across the United States, supported by a team of dedicated professionals. Our Core Values of Safety, Customer Commitment, Teamwork, Integrity, and Excellence serve as the foundation of our success, driving superior service and trusted partnerships throughout the industry. 

Position Overview

At Unified Door & Hardware Group (UDHG), the Customer Service Representative is responsible for delivering exceptional customer support by serving as a primary point of contact for clients and technicians. This role supports daily operations through effective communication, service coordination, and administrative support, ensuring a high level of customer satisfaction and operational efficiency.

Key Responsibilities

1. Customer Service & Communication      

• Answer inbound phone calls and respond to customer inquiries in a professional and timely manner.
• Provide accurate information regarding services, work requests, and scheduling.
• Communicate effectively with customers, technicians, and internal teams.

2. Dispatch & Technician Support

• Create, manage, and email work requests.
• Dispatch technicians nationally and coordinate service coverage. 
• Locate and assign technicians for service work nationwide.
• Provide remote support to technicians as needed.

3. Administrative & Systems Support   

• Maintain accurate records and documentation.
• Utilize QuickBooks and Google Sheets to support operational needs. 
• Assist with basic troubleshooting related to customer systems and field equipment. 

4. Miscellaneous

• Support our values in the stated areas of Safety, Customer Focus, Teamwork, Integrity and being a Company of Choice for both employees and customers.
• Other duties as assigned. 

Qualifications

• Previous customer service experience or related field preferred
• Strong verbal and written communication skills 
• Ability to multitask and prioritize in a fast-paced environment 
• Detail-oriented with strong organizational skills 
• Experience with QuickBooks
• Working knowledge of Google Sheets
• Basic understanding of IP camera systems 
• Working knowledge of Windows 10 and Windows 11 to support field technician workstations (LP carts) 
• Basic knowledge of computer assembly and setup 
• Basic networking knowledge, including static network configuration  

Reports To

Customer Service Manager

Compensation

The listed pay range reflects the expected base rate for this position; actual compensation may vary based on factors such as experience, qualifications, and cost of living in the assigned market. This is a full-time position with competitive pay and benefits.

• Base: $22.00 - $25.00 per hour
• Job Type: Full-Time

Benefits

At UDHG, we’re committed to supporting our employees both personally and professionally. We offer a comprehensive and competitive benefits package designed to help you thrive inside and outside of work.  Our excellent package includes:

• Medical
• Dental
• Vision
• HSA/ FSA plans
• Voluntary Life and Accidental Death & Dismemberment (AD&D) Insurance
• Critical illness, Hospital Indemnity, Accident Coverage
• Legal Insurance Plan
• Generous 401(k) plan with company match

Statement

Unified Door & Hardware Group, a Foundation Building Materials company, is an Equal Opportunity Employer and committed to providing equal employment opportunities to all individuals, including those with disabilities. We value diversity and inclusion and are dedicated to creating a workplace where all employees feel respected and empowered. All employment decisions are based on business needs, job requirements, merit, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability status, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. 

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, we provide reasonable accommodations to qualified individuals with disabilities to help them perform the essential functions of their job. If you need assistance or an accommodation during the application process or while employed, please contact Human Resources at Talent@myfbm.com.