Customer Support (38039)

Emser Tile•Ballenger Creek, MD

23h•Onsite

About The Position

The Customer Support role is a full-time position based in Frederick, MD, focusing on the day-to-day functioning of the branch. Key responsibilities include warmly greeting customers, building relationships with contractors, handling all incoming calls promptly, directing customers to appropriate team members, and verifying order and account information. The role also involves resolving customer complaints via various communication channels, providing branch information, and collaborating with the Operations Manager to ensure high-quality customer service. Additionally, the individual will assist with order placement, refunds, or exchanges and must be able to support the Warehouse operations as needed.

Requirements

Minimum 2 years of experience providing operations, sales and customer service support in a sales, retail or distribution environment.
Detail oriented and self-starter.
Ability to maintain a professional work environment at all times.
Excellent interpersonal communication skills.
High school diploma, general education degree or equivalent.
Ability to flex into the Warehouse as needed by Operations Team.
Knowledge of relevant computer applications, i.e., Outlook, Excel, etc.

Nice To Haves

Forklift experience a plus.
Building and product knowledge a plus.

Responsibilities

Assist in day-to-day functioning of branch.
Greet customers warmly and ascertain reason for visiting.
Build relationships with contractors.
Answer all calls to Branch promptly and assist accordingly.
Direct customers to the appropriate team member.
Use telephones to reach out to customers and verify order and account information.
Resolve customer complaints via phone, email, mail, or social media.
Advise on branch information, i.e., hours, location, etc.
Work with Operations Manager to ensure proper customer service is being delivered.
Assist with placement of orders, refunds, or exchanges.