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Customer Service Representative

4 months ago

Dalton, United States Engineered Floors, LLC Full time

**Overview**:

- Provide world class customer service, to our customers.
- Build strong relationships with customers and co-workers that are based on trust and respect.
- Process customer orders and respond to all inquiries from customers and sales force.
- Interact with customers to provide information about products, order status, shipping information, etc.
- Support Sales and customers with an appropriate sense of urgency.

**Responsibilities**:

- Answer multi queue calls for the two Commercial Brands.
- Follow company policy to ensure we always receive proper customer authorization to enter orders. When orders are for custom products or over $50K, make sure we get written purchase orders from the customer.
- Verify that adhesive is purchased with orders for Kinetex. On other products make sure customer is aware of warranty limitations if installed with non-approved adhesives.
- Develop a solid understanding of the Commercial business in order to provide support to these unique customers and sales representatives.
- Must develop a solid understanding of contract sales and private label styles and sales.
- Respond promptly to customer inquiries.
- Notify all necessary departments of order changes.
- Responsible for continuous order management
- Work closely with sales and customers to obtain releases on held for shipping orders.
- Report to customers when orders are ready for pick-up. Stay in constant communication with the customers until the order is picked up.
- Communicate storage fees for aged orders.
- Notate orders appropriately.
- Advise Shipping Department of customer releases if routed other than a standard carrier.
- Communicate and coordinate rush orders with Financial Services, Production Planning, and Shipping.
- Notify customers and sales representatives of order delays as soon as they are communicated by Production Planning.
- Check stock and reserve according to customer needs.
- Review open orders daily.
- Notify sales representatives when orders are to be canceled.
- Work with the Freight department to obtain truck load, special and expedited freight rates.
- Ensure proper approvals are obtained from customers on all truck load and expedited freight rates. Make sure proper freight charges are added to orders before shipping and billing.
- Coordinate truck load and expedited shipments with the Shipping Department and customer. Ensure all special delivery requirements are noted and billed to customer appropriately.
- Stay well versed on the wide selection of all flooring products we offer.

**Qualifications**:

- High school diploma or equivalent.
- Previous experience in carpet-related customer contact work preferred.
- Basic computer knowledge.
- Prior AS400 experience preferred.
- Professional and effective communication skills including:

- Pleasant telephone personality.
- Good grammar and pronunciation.
- Must be able to maintain pleasant, helpful attitude, and be highly productive even during periods of great stress.
- A strong sense of urgency and desire to creatively resolve problems is required.
- A general knowledge of flooring materials and installation methods is beneficial; however, thorough understanding of flooring types or processes is not necessary.
- Overtime is required on occasion.
- Self-motivated with the ability to work and perform from home when needed.
- Perform any other duties as assigned.