Customer Support Specialist

Company Description Wonder Porcelain is an American porcelain tile manufacturer based in Lebanon, Tennessee, operating a state-of-the-art facility just outside Nashville. The company is committed to design and craftsmanship, with a strong focus on products made in the USA. Wonder Porcelain emphasizes continued domestic manufacturing growth, innovative production techniques, and ongoing research and development within the tile industry. Its high-quality porcelain tiles are certified by the Porcelain Tile Certification Agency and rigorously tested by the Tile Council of North America to meet or exceed performance standards, including very low water absorption rates. Customer Service supports buyers and distributors nationwide with product and purchasing information. Role Description The Customer Support Specialist is a full-time, on-site role based in Nashville, TN. This position provides front-line support to customers, distributors, and dealers by responding to inquiries about product specifications, orders, deliveries, and warranty information via phone, email, and other channels. The role includes troubleshooting issues, coordinating with internal teams such as Sales, Production, and Logistics, and documenting all interactions in a customer relationship management system. The specialist will help resolve technical and product-related questions, clarify purchasing details, and follow up to ensure customer satisfaction and timely issue resolution. Daily responsibilities also include updating customer records, preparing basic reports on support activities, and contributing to continuous improvement of support processes. Qualifications Customer-focused skills, including Customer Support and Customer Satisfaction capabilities, with experience handling inquiries and resolving issues in a professional manner. Strong interpersonal skills to build positive relationships with customers, distributors, and internal teams, and to communicate clearly in person, by phone, and in writing. Technical Support abilities to understand product specifications, basic quality standards, and order processes, and to assist customers with product-related questions. Analytical Skills to interpret customer issues, review data or documentation, and identify effective solutions or escalation paths. Proficiency with common office software and ERP systems; ability to learn new tools and follow structured processes. Attention to detail and strong organizational skills for managing multiple customer requests, documentation, and follow-up activities. Prior experience in customer service, manufacturing, building materials, or a related industry is beneficial. High school diploma or equivalent required; post-secondary education in business, communications, or a related field is an asset. #J-18808-Ljbffr