CUSTOMER SUPPORT SPECIALIST

Key Responsibilities

• Order Management
• Accurately process customer orders through phone, email, or ERP system.
• Verify product availability, pricing, and estimated delivery timelines.
• Coordinate with logistics and warehouse teams to ensure timely delivery.
• Product & Technical Support
• Provide customers with ceramic tile specifications, application guidance, and installation recommendations.
• Handle inquiries related to product types, finishes, grades, and usage (e.g., kitchen, wall, floor).
• Customer Inquiry & Issue Resolution
• Address order discrepancies, delivery issues, damage claims, and product complaints professionally.
• Initiate return material authorizations (RMAs) and coordinate replacement shipments or credit memos.
• Documentation & Reporting
• Maintain accurate and up-to-date records of orders, communications, and issue resolutions.
• Generate and distribute order confirmations, invoices, and shipping documents when needed.
• Sample Fulfillment & Sales Support
• Process and track requests for tile samples, swatch boards, and brochures.
• Support sales representatives with product availability and order updates.
• Customer Retention
• Develop strong relationships with dealers, designers, contractors, and retail partners.
• Conduct follow-ups to ensure satisfaction and encourage repeat business.
• Compliance & Best Practices
• Ensure all customer service processes follow company policy and tile industry standards.
• Stay informed on current products, discontinued SKUs, and new launches.

Qualifications

• High school diploma or equivalent (Associate’s or Bachelor’s preferred).
• Minimum 1 year of customer service experience (tile or construction materials industry preferred).
• Familiarity with ERP systems (e.g., IFS, SAP, Oracle, NetSuite) and CRM tools.
• Strong communication, organizational, and multitasking skills.
• Ability to read product specification sheets and understand basic technical terminology.
• Team player with a proactive and problem-solving attitude.
• Bilingual in Spanish is a plus.

Working Conditions

• Office-based with potential warehouse or showroom visits.
• Monday–Friday work schedule, with occasional overtime during peak seasons.
• Must be able to sit for extended periods and communicate clearly over the phone.