Customer Service Rep

Customer Service Representative

We are currently seeking a talented Customer Service Representative to work in our Phoenix showroom. This will be a non‑supervisory position that plays a vital role in our sales team, handling phone inquiries, customer greetings, walk‑in sales, order processing, sampling, marketing, and sales support.

• Be familiar with QDI’s product set and be able to describe colors, styles, and highlight its features and benefits to customers.
• Have a basic understanding of travertine, limestone, and marble and their differences.
• Understand the sales process from start to finish and be able to close sales both face‑to‑face and over the phone.
• Greet and assist customers who come into the office or contact the company via phone.
• Write up customer orders using the Dancik system.
• Refer customers to a Sales Representative when they are onsite and available.
• Answer all customer questions about products, prices, availability, product uses, and available options.
• Serve the company’s existing accounts and obtain new accounts whenever possible through direct referrals and outbound or inbound sales calls.
• Be knowledgeable of the company’s payment procedures.
• Understand QDI’s inventory; check stock levels and request reorder of materials as necessary.
• Assist in completing customer files, which includes a Client Information Sheet, Tax Exemption Certificate (Form 5000), Credit Card Authorization, and Credit Application if required.
• Arrange pick‑up schedules with operations and outside freight companies.
• Coordinate customer material pick‑ups with warehouse personnel.
• Verify outgoing product counts prepared by the warehouse personnel using the invoice to ensure accuracy.
• Compare disputed merchandise with original requisitions and information from invoices.
• Record customer interactions and transactions in Smartsheet (the company’s CRM system).
• Make recommendations for improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Refer unresolved customer grievances to designated departments for further investigation.
• Resolve customer service or billing complaints by exchanging merchandise, refunding money, or adjusting bills after review with management.
• Contact customers about billing issues if requested.
• Detect discrepancies on records or reports.
• Use computers and computer systems (hardware and software) to set up functions, enter data, or process information.
• Obtain relevant information from all sources to provide excellent customer service.
• Compile, code, categorize, calculate, tabulate, audit, and verify data.
• Develop a constructive and cooperative working relationship with other QDI employees on an ongoing basis.
• Develop specific goals and plans to prioritize, organize, and accomplish your work; review them with your supervisor once developed.
• Attend regular CRS training meetings and dedicate yourself to continuous improvement.
• Attend industry functions (e.g., ASID, NARI) representing QDI while networking with professionals.
• Occasionally visit accounts not being serviced by Territory Managers to assist with sampling and general customer service.
• Be a team player.

Successful candidates will have the following:

• 3‑5 years in a customer service or office manager role and preferably natural stone industry experience.
• Well organized and self‑disciplined – attention to detail a must.
• Professional appearance.
• Problem‑solving skills with a proactive habit.
• Excellent communication skills, both written and verbal.
• Team player.
• Good computer skills including MS Outlook, Word, and Excel.
• Recent college graduates encouraged to apply.

Company Benefits:

• Full health insurance benefits after 90 days.
• 401 K.
• Employee discounts on all QDI materials.