Customer Service Representative

Engineered Floors•Dalton, GA

4d•Hybrid

About The Position

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.

Requirements

High school diploma or equivalent.
Basic computer knowledge.
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.

Nice To Haves

Previous experience in carpet-related customer contact work preferred.
Prior AS400 experience preferred.
Professional and effective communication skills including: Pleasant telephone personality. Good grammar and pronunciation. Proper use of e-mail
A general knowledge of flooring materials and installation methods is beneficial; however, thorough understanding of flooring types or processes is not necessary.

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.
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.
Perform any other duties as assigned.