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Client Support Specialist

2 months 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 support operations. This position is crucial in assisting clients by delivering valuable information, addressing inquiries, and managing complaints efficiently. The representative will be instrumental in conveying details about our organization's offerings.

KEY RESPONSIBILITIES:

  • Deliver outstanding service to both internal and external stakeholders by comprehending and fulfilling their needs, consistently surpassing expectations.
  • Establish and nurture sustainable relationships built on trust through transparent and engaging 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 key performance indicators related to order fulfillment and timely delivery.
  • Address customer complaints, offering suitable solutions and alternatives within designated timeframes, and follow up to ensure resolution.
  • Work closely with 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 interactions in accordance with company policies.
  • Engage in discussions regarding potential enhancements to customer service practices with the Customer Service Manager.
  • Proactively seek knowledge about products and services, embrace additional responsibilities, and take calculated risks to capitalize on opportunities.
  • Adhere to communication protocols, guidelines, and policies while performing other related duties as assigned by management.

REQUIREMENTS:

  • Associate's degree or equivalent experience from a two-year college or technical institution, or a combination of education and relevant experience.
  • A minimum of 2 years of experience in customer service or call center environments.
  • Proficient in Microsoft Office Suite, 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.

COMPETENCIES:

  • Integrity - Treats individuals with respect and upholds commitments.
  • Flexibility - Adapts to changing work environments and manages competing priorities.
  • Punctuality - Maintains consistent attendance and arrives on time for meetings.
  • Business Insight - Understands the business implications of decisions and aligns work with strategic objectives.
  • Reliability - Follows instructions and takes responsibility for actions.
  • Interpersonal Skills - Focuses on conflict resolution and maintains confidentiality.
  • Decision-Making - Demonstrates sound judgment and includes relevant stakeholders in the decision-making process.
  • Leadership - Inspires and motivates others to achieve high performance.
  • Motivation - Sets challenging goals and demonstrates persistence in overcoming obstacles.
  • Analytical Skills - Identifies and resolves issues promptly and effectively.
  • Professionalism - Approaches others tactfully and maintains composure under pressure.
  • Team Collaboration - Balances individual and team responsibilities, contributing to a positive team environment.

About Mosaic Companies, LLC:

Founded in 2019, Mosaic Companies, LLC represents a strategic alliance between entrepreneur Albert Claramonte and the Baupost Group, a leading investment firm. Mosaic Companies is committed to a comprehensive approach in the specialty wall, mosaic, and slab sectors, empowering our portfolio of companies with the resources necessary for success. Our investments focus on brands characterized by quality, innovation, and a steadfast commitment to customer satisfaction.

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.