Customer Service Representative

Pay: From $20.00 per hour

Job description:

Join Merola Tile , a leader in the ceramic tile industry! We are seeking a dynamic, customer-focused, and self-motivated Customer Service Representative to join our team. In this role, you will provide exceptional support to customers, assist with order processing, resolve inquiries, and help ensure a positive customer experience. If you are organized, detail-oriented, and enjoy working in a fast-paced environment, we encourage you to apply and become part of our growing team.

Essential Duties

• Provide timely and professional support to customers through phone, email, live chat, and in-person inquiries.
• Respond promptly and courteously to incoming calls, emails, and customer concerns.
• Address and resolve customer complaints through completion in accordance with company service standards.
• Process customer orders, invoices, returns, and related documentation accurately and in a timely manner.
• Operate computer systems, including email, EDI, ERP, WMS, and partner portals, to process orders and update records.
• Support business processes by entering, verifying, and maintaining accurate customer, product, and order information.
• Coordinate daily activities with internal departments to ensure order accuracy, fulfillment, and on-time shipment.
• Prepare, review, and maintain accurate records, reports, and customer documentation.
• Communicate effectively across teams to resolve issues and ensure alignment on customer needs and order status.
• Adhere to company policies, procedures, quality standards, and productivity goals.
• Escalate customer concerns, order issues, or approval requests to supervisors or managers as needed.
• Support team operations by assisting with training, front desk coverage, and additional administrative tasks as assigned.

Other Duties

• Maintain a positive and professional team environment by supporting peers.
• Attend and actively participate in team or departmental meetings.
• Provide backup support for colleagues during absences or peak workloads.

Requirements

High school diploma or equivalent

1-2 years of experience in Customer Service

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Proficiency in data entry and computer literacy

High attention to detail with strong organizational skills

Excellent written and verbal communication skills

Ability to manage competing priorities in a fast-paced environment

Bachelors degree in business or related field, preferred

Physical Demands

Regularly stand/sit for extended periods, operate office equipment, perform light to moderate lifting, lift/move up to 15 lbs . occasionally, bend, twist, and maintain proper posture. Reasonable accommodation may be made for qualified individuals with disabilities to perform the essential functions of the role in accordance with applicable laws.

Work Environment

Work is regularly performed in a warehouse and manufacturing environment where temperatures may be extreme, with exposure to dust, odors, noise, and fumes. Noise levels are typically moderate. Employees may also be exposed to chemicals and cleaning agents on a daily basis.

Additional Notes

Must be authorized to work in the U.S. without sponsorship.

Benefits:

• Medical, Vision, and Dental Insurance
• 9 Annual Paid Holidays (including New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
• Paid Time Off earned and accrued from your first day with the company
• 401(k) Plan with company match (eligibility after 1 month)
• Employer-Paid Life Insurance
• Performance Reviews after 90 days and annually
• Quarterly Company Goals opportunity to earn up to 4 weeks of additional bonus pay annually
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Employee Discount on tile after 6 months
• Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
• Weekly Company Lunches
• Company Culture Events BBQs, Ugly Sweater Day, T-shirt making, Halloween contests, and more
• Fun, Friendly, Family-Like Environment

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person