Customer Service Representative

Overview

• Provide world class customer service, to our customers.
• Build strong relationships with customers and co-workers that are based on trust and respect.
• Process customer orders and respond to all inquiries from customers and sales force.
• Interact with customers to provide information about products, order status, shipping information, etc.
• Support Sales and customers with an appropriate sense of urgency.

• Answer multi queue calls for the two Commercial Brands.
• Accurately enter and confirm all orders taken by telephone, mail, e-mail, and fax into the AS400 order entry system.
• Follow company policy to ensure we always receive proper customer authorization to enter orders. When orders are for custom products or over $50K, make sure we get written purchase orders from the customer.
• Verify that adhesive is purchased with orders for Kinetex. On other products make sure customer is aware of warranty limitations if installed with non-approved adhesives.
• Develop a solid understanding of the Commercial business in order to provide support to these unique customers and sales representatives.
• Must develop a solid understanding of contract sales and private label styles and sales.
• Respond promptly to customer inquiries.
• Notify all necessary departments of order changes.
• Responsible for continuous order management
  • Work closely with sales and customers to obtain releases on held for shipping orders.
  • Report to customers when orders are ready for pick-up. Stay in constant communication with the customers until the order is picked up.
  • Communicate storage fees for aged orders.
• Notate orders appropriately.
• Advise Shipping Department of customer releases if routed other than a standard carrier.
• Communicate and coordinate rush orders with Financial Services, Production Planning, and Shipping.
• Notify customers and sales representatives of order delays as soon as they are communicated by Production Planning.
• Check stock and reserve according to customer needs.
• Review open orders daily.
• Notify sales representatives when orders are to be canceled.
• Work with the Freight department to obtain truck load, special and expedited freight rates.
• Ensure proper approvals are obtained from customers on all truck load and expedited freight rates. Make sure proper freight charges are added to orders before shipping and billing.
• Coordinate truck load and expedited shipments with the Shipping Department and customer. Ensure all special delivery requirements are noted and billed to customer appropriately.
• Stay well versed on the wide selection of all flooring products we offer.

• High school diploma or equivalent.
• Previous experience in carpet-related customer contact work preferred.
• Basic computer knowledge.
• Prior AS400 experience preferred.
• Professional and effective communication skills including:
  • Pleasant telephone personality.
  • Good grammar and pronunciation.
  • Proper use of e-mail
• Must be able to maintain pleasant, helpful attitude, and be highly productive even during periods of great stress.
• A strong sense of urgency and desire to creatively resolve problems is required.
• A general knowledge of flooring materials and installation methods is beneficial; however, thorough understanding of flooring types or processes is not necessary.
• Overtime is required on occasion.
• Self-motivated with the ability to work and perform from home when needed.
• Perform any other duties as assigned.