Customer Service Representative

Summary

The Customer Service Representative works in collaboration with team members in the Customer Service department to ensure that all customer needs are handled effectively and timely. The Customer Service team acts as the voice of the company, handling all incoming calls and inquiries. Additionally, this position processes estimates, sales orders, workorders, and reports. The Customer Service Rep reports to the Customer Service Manager.

Essential Duties and Responsibilities

1. Customer communications including distribution of marketing literature, testing, specifications, installation instructions
2. Manages IPEMA certification requirements and specifications
3. Prepare Customer samples, estimates and orders
4. Obtain/document customer information and product order or project details
5. Determine product type and order quantities
6. Determine tile installation cost where necessary
7. Request freight quotes for all estimates and Sale Orders
8. Create customer data file on server, update as appropriate
9. Post all job-related documents to data file
10. Create sales orders for confirmed orders
11. Generate work order and forward to Production
12. Monitor open sales orders and communicate status with customer
13. Works with the Customer Service Manager to address and resolve warranty issues
14. Organize and Maintain IPEMA testing for tiles
15. Organize and attend tradeshows, as applicable
16. Maintain professional working relationships with Customers