Customer Service Representative

About the role

As the main point of contact for local customers in a small office, your primary responsibility will be to manage customer accounts and process orders using Epicor P21 and Salesforce. Additionally, you will be responsible for collecting customer payments, following up on open receivables, and providing real-time and accurate information about product availability and order status and appropriately identifying and escalating customer issues. You will also assist customers in scheduling viewing appointments and facilitate walk-in quartz slab viewings while collaborating and effectively working cross functionally with Operations, Sales, and Accounting.

Responsibilities

• Manage customer accounts and process orders using Epicor P21 and Salesforce
• Collect customer payments and follow up on open receivables
• Provide real-time and accurate information about product availability and order status
• Identify and escalate customer issues appropriately
• Assist customers in scheduling viewing appointments
• Facilitate walk-in quartz slab viewings
• Collaborate cross-functionally with Operations, Sales, and Accounting
• Take complete ownership of customer orders and sample data processing
• Respond to all customer inquiries promptly and professionally via phone and email
• Collaborate daily with Operations and Sales teams on customer accounts, orders, and delivery status
• Act as a backup Customer Service Representative (CSR) for the other five (5) US locations, as needed
• Perform additional duties as required and/or requested on occasion

Requirements

• High degree of experience and comfort with computer software, with ability to navigate in a multi-window based environment
• Attention to details, ability to establish priorities, meet deadlines, and work independently in a small office with a remote team
• Sound judgment and problem-solving capabilities
• Clean criminal and driving record
• High School Diploma (some college preferred)
• Three (3) or more years of prior Customer Service experience
• Excellent written and verbal communication skills
• Experience using Microsoft 365 (Salesforce preferred) and comfortable navigating computer software
• Positive and self-motivated individual who can work independently

Benefits

• Market competitive hourly rate
• Great Monday-Friday schedule
• Option to opt-in or opt-out of 90% company paid medical & dental healthcare plans
• Vision insurance available
• Matching 401K program
• Paid time off and paid holidays

This response is AI-generated, for reference only.