Customer Service Representative

Customer Service - Genesee Ceramic Tile

Job Title: Customer Service Representative (CSR)

Reports to: Branch Manager

Purpose & Vision:

Genesee Tile exists as a dedicated and unified team to support our customers so that they can excel in the market. We pride ourselves on customer support, product offerings, and overall value by means of tile and tile related products. A Genesee Tile customer service representative (CSR) is to be the expert guide to our customers. The purpose of the CSR is to create an environment that encourages long-term business partnerships with our customers and fellow team members (warehouse team, outside sales team, showroom team, purchasing, etc.). This will be accomplished by providing friendly, professional and exceptional customer service as outlined by Genesee Tile. The CSR is responsible for identifying the needs of customers and finding solutions that meet or exceed those needs at every interaction. If a service or product problem is identified the issue is to be resolved in a timely, courteous, and professional manner.

Job Summary:

A customer service representative with Genesee Ceramic Tile must be able to work with customers in a variety of mediums including over the phone, in person and through email. You will be working with retail customers, builders, designers, tile contractors, and other companies. As a CSR you will place orders, check prices, check stock as well as reserve and ship products. The position will also require you to review selections and orders with customers, handle payments, and other responsibilities. As a friendly, professional and exceptional customer service representative you will facilitate and support customers with their needs and inquiries. In order to support our customers and their business, you will also be working with the outside sales team in a variety of ways.

Responsibilities include but are not limited to:

• Face-to-Face Customer Service
• Connecting with customers over the phone, by email and fax.
• Through active listening and interviewing become well acquainted with and knowledgeable about customers and their businesses.
• Support outside sales team with positive, detailed and insightful communication regarding their assigned accounts. (Examples include: competitive information and learned opportunities that need follow through, etc.)
• Support outside sales team by communicating to the assigned sales person any service or product issues that their assigned customer may have.
• Handling cash, credit and check payments for customers order
• Receive orders by telephone, fax or in person and make correct order entries.
• Recording shipped status of orders processed through customer service.
• Be an Expert Guide regarding product use, pricing, availability, product substitution and technical information.
• Problem Solving.
• Coordinating with the warehouse team on orders placed.
• Follow up on orders placed by making certain stock and non-stock items will be available at agreed upon dates.
• Using Gmail and the fax line to receive and process orders and relaying acknowledgments back to customers.
• Convince customers of the benefits of having Genesee Tile as their primary or exclusive ceramic tile supplier.
• With each order, explore possibilities to sell additional material or upgrade the sale.
• Follow company policy regarding credit status of customers.
• Acquire and master current information on the performance of setting materials, sealers, and other installation products.
• Working with contractors to give them appropriate selection sheets for their customers
• Maintaining privacy in relation to customer account pricing and discounts.
• As a team member never, bad mouth a customer and avoid complaining about customers.

Tools:

• Gmail
• Google Drive
• Dancik Navigator (Order processing system)
• Dancik Decor24 (customer ordering system)
• Dancik Selection Sheet Manager (SSM)

Knowledge:

• Customer service experience: 1-3 years + recommended
• Mathematics skills to calculate item totals, square footage etc.

Skills and Job Challenges:

• Excellent verbal and written communication skills.
• Positive and optimistic attitude.
• Team player mentality.
• Organizational and time management skills.
• Attention to detail - mistakes can be costly to us and our customers
• May have unrealistic expectations that must be dealt with diplomatically.
• Willingness to be creative, flexible and think outside the box when necessary to support our customers.
• Dependability - Job requires being reliable, responsible and dependable
• Analytical thinking - Job requires logic and analyzing information to best help our customers
• Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations
• Product and system knowledge: Developing an initial expertise of our product offerings and systems. Must stay current with the constant change of new products and systems that are integrated to our stock and non-stock profiles.

What winning looks like:

• Correctly process orders.
• Positive internal and external customer comment and evaluation.
• Repeat business and referrals.
• Sales growth attributed to individual representative.

Job Type: Full-time

Pay: $ $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person