Customer Service Representative
4 weeks ago
Expected base pay rates for the role will be between $20.67 and $28.84 per hour at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the compensation package, which depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other company-sponsored benefit programs.
Primary Objective:To ensure effective and efficient coordination between the Company and its customers with a high level of service and support. Process sales orders and resolve customer product or service issues.
Primary Function and Scope:
- Provides customer account management which may include, but is not limited to, order entry, order inquiry, product information, order status, pricing, stock check, and transportation management in a call center environment.
- Provides customer service for a high volume of inbound calls using ACD (Automated Call Distribution).
- Responsible for keying in orders, processing faxes, and preparation of reports.
- Interfaces with various groups including, but not limited to, internal teams and SSCs, to address customer inquiries and order issues from order entry to order delivery.
- Participates in special projects and performs additional duties as required.
Experience and Knowledge Required:
- High School Diploma or GED equivalency required.
- 3+ years of call center or customer service experience.
- Focus on customer account management preferred.
Competencies:
- Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required.
- Good voice quality that is conversational and professional.
- Ability to interpret and follow oral and written instructions, policies, guidelines, and processing standards.
- Ability to demonstrate strong organizational and problem-solving skills required.
- Ability to demonstrate strong interpersonal relationship-building skills.
- Must have a moderate level of computer skills in Word and Excel.
- Must be detail-oriented with the ability to multi-task, manage priorities, and manage time effectively.
- Ability to work in a fast-paced environment.
Other Pertinent Job InformationWhile performing the duties of this job, the employee is regularly required to stand, use hands, and reach with hands and arms. The employee is required to walk, stoop, kneel, crouch, or crawl. The employee may sit, climb, balance, talk or hear. The associate must have the ability to regularly lift to 15-30 lbs and at certain times, you may be required to safely lift to 70 lbs. Tile boxes or other materials that are longer than 36 inches or more than 70 lbs. in weight require a team lift. Specific vision abilities required by this position include close vision, peripheral vision, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities.
About Daltile:
Dal-Tile is the largest manufacturer and marketer of ceramic, porcelain, glass and metal tile as well as natural stone, large format slab and countertop products used in residential and commercial spaces across North America.Under its three powerhouse brands — Daltile, Marazzi and American Olean — Dal-Tile leads the industry in both design and product innovation, and is committed to incorporating environmentally-friendly materials, processes, and products throughout its organization.Dal-Tile has more than 9,500 employees in North America and sells its products through a network of more than 300 company-owned sales service centers, stone slabyards and design studios that service a robust network of trade customers. Dal-Tile products are also sold through independent flooring retailers, independent distributors and leading home center retailers nationwide.Founded in 1947 and headquartered in Dallas, Dal-Tile is a division of Mohawk Industries, the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world.For more information on Dal-Tile and Mohawk Industries, please visit mohawkind.com. For product information, visit daltile.com, marazziusa.com, and americanolean.com.
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