Customer Service Representative

Engineered Floors • Dalton, GA

351d

About The Position

The position involves providing world-class customer service to our customers while building strong relationships based on trust and respect. The role requires processing customer orders and responding to inquiries from customers and the sales force. Interaction with customers is essential to provide information about products, order status, and shipping information, all while supporting sales with a sense of urgency.

Requirements

• 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, and proper use of e-mail.
• Ability to maintain a pleasant, helpful attitude, and be highly productive even during periods of great stress.
• Strong sense of urgency and desire to creatively resolve problems.
• General knowledge of flooring materials and installation methods is beneficial.

Nice To Haves

• Overtime is required on occasion.
• Self-motivated with the ability to work and perform from home when needed.

Responsibilities

• 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.
• Verify that adhesive is purchased with orders for Kinetex and inform customers of warranty limitations if installed with non-approved adhesives.
• Develop a solid understanding of the Commercial business to provide support to unique customers and sales representatives.
• 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 and maintain communication 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.
• Coordinate truck load and expedited shipments with the Shipping Department and customer.
• Stay well versed on the wide selection of all flooring products offered.

What This Job Offers

• Industry: Textile Product Mills
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees