CUSTOMER SUPPORT SPECIALIST

Key Responsibilities

· Order Management

· Accurately process customer orders through phone, email, or ERP system.

· Verify product availability, pricing, and estimated delivery timelines.

· Coordinate with logistics and warehouse teams to ensure timely delivery.

· Product & Technical Support

· Provide customers with ceramic tile specifications, application guidance, and installation recommendations.

· Handle inquiries related to product types, finishes, grades, and usage (e.g., kitchen, wall, floor).

· Customer Inquiry & Issue Resolution

· Address order discrepancies, delivery issues, damage claims, and product complaints professionally.

· Initiate return material authorizations (RMAs) and coordinate replacement shipments or credit memos.

· Documentation & Reporting

· Maintain accurate and up-to-date records of orders, communications, and issue resolutions.

· Generate and distribute order confirmations, invoices, and shipping documents when needed.

· Sample Fulfillment & Sales Support

· Process and track requests for tile samples, swatch boards, and brochures.

· Support sales representatives with product availability and order updates.

· Customer Retention

· Develop strong relationships with dealers, designers, contractors, and retail partners.

· Conduct follow-ups to ensure satisfaction and encourage repeat business.

· Compliance & Best Practices

· Ensure all customer service processes follow company policy and tile industry standards.

· Stay informed on current products, discontinued SKUs, and new launches.

Qualifications

· High school diploma or equivalent (Associate’s or Bachelor’s preferred).

· Minimum 1 year of customer service experience (tile or construction materials industry preferred).

· Familiarity with ERP systems (e.g., IFS, SAP, Oracle, NetSuite) and CRM tools.

· Strong communication, organizational, and multitasking skills.

· Ability to read product specification sheets and understand basic technical terminology.

· Team player with a proactive and problem-solving attitude.

· Bilingual in Spanish is a plus.

Working Conditions

· Office-based with potential warehouse or showroom visits.

· Monday–Friday work schedule, with occasional overtime during peak seasons.

· Must be able to sit for extended periods and communicate clearly over the phone.