Have full knowledge and understanding of all UPG products and services (i.e., glass types, manufacturing capabilities, patterns, etc.).• Manage incoming calls while referring non-CSR calls to appropriate departments (i.e., Lami, Commercial, Heavy, etc.).• Identify and assess customers’ needs to achieve satisfaction. The Customer Service Representative’s role is to maintain and enhance the company’s core value of CUSTOMER FOCUS by answering product and service questions, process orders, communicate in a professional manner customer needs to ensure customer satisfaction.