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Customer Care Associate

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 high-quality, innovative, and value-oriented flooring and installation solutions. We manufacture, market, and sell an extensive range 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.

We are currently seeking a dedicated Customer Service Representative to join our team.

The Customer Service Representative will play a crucial role in managing daily customer service tasks, ensuring that our clients receive exceptional care. This position involves direct interaction with customers and our sales team to address inquiries and complaints, process orders, provide order details and tracking, resolve discrepancies, and offer technical support across our diverse product offerings. The CSR will also collaborate with our technical advisors and product management teams to ensure top-notch customer service and maintain up-to-date product knowledge.

Key Responsibilities:

  • Respond to 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.
  • Handle EDI order processing and maintenance.
  • Oversee all documentation associated with orders, including export documents for international shipments.
  • Manage RGA (Return Good Authorizations) and credit memo processing, including freight claims for damaged or lost orders.
  • Process customer vendor portal tasks, 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.
  • Address 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 multi-tasking and attention to detail.
  • Proven ability to solve problems and resolve client issues.
  • Ability to thrive in a fast-paced, high-volume, and high-pressure environment, with prior call center experience preferred.
  • Strong interpersonal, verbal, and written communication skills.
  • Proficiency in computer applications, with experience in a Windows environment; AS400 experience is a plus.
  • Ability to maintain a high level of professionalism.
  • Excellent attendance record.

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

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