Customer Service Representative

Job Description

Job Description

POSITION SUMMARY:

As a Customer Service Representative, you will be responsible for managing a vibrant network of accounts across the United States. Your role will focus on building and nurturing relationships, providing outstanding customer service, and supporting the growth of our program.

ESSENTIAL FUNCTIONS:

• Manage dealer territory within a dynamic third-party program network spanning the US.
• Provide timely responses on product availability, pricing, lead time, and material details.
• Collaborate closely with the Dealer Program Manager, preparing marketing materials, showroom samples, and follow up on receiving installation photos from dealer projects to build a portfolio book for company reference.
• Inform Dealers about new inventory updates, assist with fabrication quotes, purchase order processing, and conduct product knowledge training sessions.
• Coordinate warehouse activities, manage sample requests, handle general customer service duties, and attend annual inventory to familiarize yourself with stock and product knowledge (optional, company-paid event).
• Prepare sales reports, manage Excel spreadsheets, monitor material shipments, and lead times.
• Collaborate on brainstorming sessions for projects, new inventory, and marketing strategies with the Dealer Program Manager.
• Manage the entire sales order process, ensuring seamless quotations, communications, and project closures.
• Perform general office tasks, including filing, faxing, copying, and preparing parcels.
• Report directly to the Dealer Program and Business Development Manager.
• Other duties and administrative tasks as assigned.

POSITION QUALIFICATIONS KNOWLEDGE, SKILLS, AND ABILITIES

• Basic computer skills and business telephone etiquette.
• Demonstrate excellent analytical abilities.
• Perform all duties and responsibilities promptly to meet time-sensitive deadlines.
• Ability to work well in a team environment.
• Ability to read, analyze, and interpret essential instructions, guidelines, and communications and respond accordingly.
• Must be able to communicate effectively both verbally and in writing.
• Must be self-driven, organized, and detailed oriented.
• Must have a professional demeanor and excellent interpersonal skills.

EDUCATION AND EXPERIENCE

• High school diploma or GED required; associate degree preferred.
• 3+ years customer service experience in a multi-tasking environment is required, industry experience preferred.
• Knowledge of stone, slab, and tile products required.
• Experience with CRM systems, kitchen/bath design, and inventory management.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Ability to be on your feet for extended periods.
• Ability to push/pull/lift to 20+ lbs.
• Ability to work outside in all weather conditions, including seasonally hot or cold temperatures and inclement weather.