Client Support Specialist

2 weeks ago


Hialeah, Florida, United States Mosaic Companies, LLC Full time
Job Overview

Mosaic Companies, LLC is in search of a Customer Service Representative to enhance our customer engagement efforts. This position is essential in delivering valuable information, addressing inquiries, and resolving issues promptly. The role is pivotal in guiding customers regarding our diverse range of products and services.

Key Responsibilities:

  • Deliver outstanding service to both internal and external clients by comprehending and fulfilling their needs while surpassing expectations.
  • Establish and nurture sustainable relationships built on trust through transparent and interactive communication.
  • Support management in fostering a culture of exceptional customer service across the organization.
  • Professionally manage customer inquiries through various channels including phone, email, and in-person interactions.
  • Conduct daily reviews of purchase orders and sales order statuses, as well as inventory checks.
  • Collaborate with the Supply Chain team to achieve or exceed the Order Fill Rate (OFR) and On-Time Delivery (OTD) metrics.
  • Address customer complaints, offering suitable solutions and alternatives within specified timeframes, while ensuring follow-up for resolution.
  • Work alongside warehouse management and development teams to ensure timely and professional completion of requests.
  • Process and track customer purchase orders and return authorizations.
  • Assist the Customer Service Manager in maintaining accurate records of sales orders, product returns, and customer communications in accordance with company policies.
  • Engage in discussions regarding potential enhancements to customer service with the management team.
  • Proactively seek knowledge about products and services, taking initiative for increased responsibilities and opportunities.
  • Adhere to communication protocols, guidelines, and policies while performing additional duties as assigned by management.

Qualifications:

  • Associate's degree or equivalent from a two-year college or technical institution, or relevant experience and training.
  • A minimum of 2 years of experience in customer service or call center environments.
  • Proficient in Microsoft Office applications including Outlook, Excel, and Word.
  • Familiarity with ERP systems is advantageous but not essential.
  • Exceptional verbal and written communication skills in English are required; proficiency in Spanish is a plus.

Core Competencies:

  • Ethics: Demonstrates respect, integrity, and commitment to organizational values.
  • Adaptability: Adjusts to changing work environments and manages competing demands effectively.
  • Dependability: Takes responsibility for actions and commitments, ensuring timely completion of tasks.
  • Interpersonal Skills: Maintains confidentiality and listens actively to others.
  • Problem-Solving: Identifies and resolves issues promptly, utilizing analytical skills.
  • Teamwork: Collaborates effectively with team members, contributing to a positive team environment.

About Mosaic Companies, LLC:

Founded in 2019, Mosaic Companies, LLC is a strategic alliance that emphasizes quality, innovation, and a commitment to customer excellence in the specialty wall, mosaic, and slab sectors. We provide our portfolio of companies with the resources necessary for growth and success.

Mosaic Companies, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status, disability, or protected veteran status.



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