Customer Service Representative

5 days ago

Columbia, South Carolina, United States Porcelanosa Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Porcelanosa South East. As a key member of our After Sales function, you will play a vital role in supporting our customers and ensuring their satisfaction with our products.

Key Responsibilities
  • Process customer service technical enquiries in a timely and efficient manner, ensuring customers are kept up to date at all times.
  • Liaise with customer service engineers to book customer site visits and ensure seamless communication.
  • Collaborate with Team Leaders to obtain authorisation for claims and ensure accurate processing of warranty-related issues.
  • Order spare parts from suppliers such as Noken, Systempool, and Gama Décor, and ensure accurate re-charging to the relevant factory.
  • Produce monthly reports for the Office Manager, detailing approved claims, costs, and status.
  • Maintain an up-to-date customer services log and ensure all requests to Spain are entered onto the SAP System.
  • Provide excellent customer service, responding to customer enquiries in a professional, polite, and friendly manner.
  • Attend regular training sessions to maintain knowledge of products and company policies.
  • Ensure confidentiality is maintained at all times when dealing with customers and suppliers.
Requirements
  • Excellent people skills and ability to communicate effectively with customers and colleagues.
  • Smart personal appearance and ability to maintain a professional image.
  • Clear and positive communication skills, with the ability to articulate complex information in a clear and concise manner.
  • Previous experience in a customer-focused and administration support role, with a strong understanding of customer service principles.
  • Good time management and prioritisation skills, with the ability to work under pressure.
  • Pleasant and friendly telephone manner, with a strong focus on customer satisfaction.
  • Excellent communication and written skills, with a strong understanding of Microsoft packages, including Word and Excel.
  • Experience of SAP would be advantageous, but not essential.
What We Offer
  • 23 days holiday plus 8 Bank Holidays.
  • Free parking on site.
  • Staff discount.

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