Customer Success Agent

Customer Success Agent (CSA)Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.
Compensation: Starting salary of $41,600 annually (non-negotiable), plus eligibility for a 0.25% commission on paid invoices.

Company Overview- For more than 65 years, Hayfield Window & Door Company has been an innovator in the window and door industry. Founded in 1951 as an aluminum storm window fabricator, Hayfield has continually evolved—introducing wood interiors, vinyl products, and expanding into both residential and commercial markets. Our commitment to sustainability began in the 1970s and continues today through our reduce, reuse, recycle philosophy.Operating in a 190,000-square-foot manufacturing facility on 55 acres in Southern Minnesota, our products exceed industry standards while offering countless design possibilities. Acquired by Drum Capital in 2019, Hayfield continues to grow its brand, territory, and dealer support while maintaining a strong commitment to quality, innovation, and customer satisfaction.

The Customer Success Agent (CSA) supports both outside sales representatives and a dedicated portfolio of key customers by managing order entry, responding to inquiries, and providing ongoing daily support in a fast-paced, high-volume environment. This role partners closely with assigned sales representatives to build strong customer relationships, drive customer satisfaction, and promote retention and loyalty.Using a consultative, multi-channel customer success approach, the CSA helps customers maximize the value of Hayfield Window & Door products and services while ensuring timely issue resolution and a positive overall experience. This position offers an opportunity to contribute to a respected manufacturer with a long-standing commitment to quality, innovation, and customer satisfaction.

Essential Functions

• Respond to customer inquiries via phone, email, web submissions, mail, fax, chat, and other communication channels with professionalism and urgency.
• Work closely with outside sales representatives to deliver a high level of customer satisfaction and support.
• Process customer orders accurately and efficiently to ensure timely turnaround.
• Validate customer requests and order information.
• Educate customers on Hayfield Window & Door products, programs, policies, and services.
• Maintain customer accounts and detailed records of interactions, inquiries, complaints, and resolutions.
• Identify customer needs and provide appropriate product and service solutions.
• Escalate complex or non-routine issues to the appropriate supervisor or department.
• Ensure customer concerns are resolved promptly and effectively.
• Communicate customer developments, concerns, and opportunities to management.
• Report service issues or process concerns that may impact customer satisfaction.
• Support customer retention initiatives through proactive relationship management.
• Perform other duties as assigned.