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Client Support Specialist

2 months ago

Boca Raton, Florida, United States Qepcorporate Full time

Customer Service Representative

Business Unit: QEP Worldwide Headquarters

Location: Boca Raton, FL

Q.E.P. is a prominent global supplier of premium, innovative, and value-oriented flooring and installation solutions. We manufacture, market, and distribute a wide array of hardwood, porcelain, SPC, vinyl, carpet tile, and laminate flooring, along with installation tools, adhesives, and other flooring-related products tailored for both professional installers and DIY enthusiasts. Established in 1979, QEP is headquartered in Boca Raton, Florida, with additional offices across Canada, Europe, Asia, Australia, and New Zealand.

We are excited to present an opportunity for a Customer Service Representative based in Boca Raton, Florida.

The Customer Service Representative will oversee daily customer service operations, ensuring our clients receive exceptional care. This role involves direct interaction with customers and our sales team to address inquiries and complaints, process orders, provide order details and tracking, resolve discrepancies and claims, and offer technical support across our diverse product range. The CSR will also collaborate with our technical advisors and product management teams to deliver outstanding customer service and maintain up-to-date product knowledge.

Key Responsibilities:

  • Handle incoming calls regarding product inquiries, service/technical questions, and general client concerns related to orders and products.
  • Recommend products that align with customer needs.
  • Process and manually enter customer orders, including samples and marketing show orders.
  • Maintain logs and status updates for backorders.
  • Manage EDI order processing and maintenance.
  • Oversee all documentation associated with orders, including export documents for international shipments.
  • Process return good authorizations (RGA) and credit memos, including freight claims for damaged or lost orders.
  • Manage customer vendor portal activities, including inventory maintenance, order updates, and dispute resolution for chargebacks and fines.
  • Coordinate special and rush order requests with the Traffic and Warehouse Operations departments.
  • Prepare shipping and tracking information for customers as needed.
  • Communicate customer feedback to management, including any signs of dissatisfaction.
  • Respond to customer inquiries and reviews on eCommerce marketing platforms.
  • Perform additional duties as assigned.

Qualifications:

  • High school diploma or GED equivalent (Associate or Bachelor's Degree preferred).
  • 2-3 years of customer service experience required.
  • Experience in roles requiring multi-tasking and attention to detail.
  • Proven ability to solve problems and address client issues/concerns effectively.
  • Capability to thrive in a fast-paced, high-volume, and high-pressure environment, with prior experience in a call center setting.
  • Strong interpersonal, verbal, and written communication skills.
  • Proficiency in computer systems, with experience in a Windows environment; AS400 experience is a plus.
  • Ability to maintain a high level of professionalism.
  • Consistent attendance record.

QEP offers a competitive total compensation package, including comprehensive flexible benefits. New employees are eligible for benefits starting the first of the month following 30 days of employment.

If you are seeking a dynamic, innovative, and growing company committed to excellence and integrity, consider joining QEP.