Hybrid Inside Sales and Customer Support Rep (39497)

Key Responsibilities

• Serve as the primary point of contact for clients, providing front-line customer service and representing Emser Tile with professionalism and expertise.
• Drive contractor business by delivering high-level customer service, product knowledge, and effective selling skills.
• Greet and assist walk-in customers and callers, resolve needs, and build relationships with regular and new clients.
• Enter and verify orders and account information into the JDE system; manage account activities by prioritizing sales opportunities.
• Provide accurate information and expert advice, leveraging internal resources for installation processes and warranty resolution.
• Maintain and build branch sales by identifying customer needs and recommending products, special offers, or loyalty programs.
• Make outbound calls to existing and prospective customers to reactivate and activate accounts to grow sales.
• Promote the Emser brand identity, competitive differentiation, and product philosophy to customers and prospects.
• Document and track customer feedback, communicating insights to Emser leadership to support continuous improvement.
• Absorb and set up samples to trade accounts and walk-in clientele as needed.
• Partners with management in weekly sales meetings to set goals and balance account management activities.
• Support occasional warehouse transitions and driving tasks for client appointments or company meetings.
• Uphold Branch customer service standards, including prompt phone answering and maintaining a friendly environment.

Qualifications

• 3+ years of combined sales and customer-facing experience, preferably in building, construction, or design industries.
• Strong communication skills (written and verbal) at all organizational levels and with customers.
• Ability to build and maintain relationships with contractors, designers, builders, and trade professionals.
• Proficiency in inventory management, sales metrics, cycle counts, and basic math functions (e.g., piece to square foot calculations).
• Knowledge of database and query functions; JD Edwards experience preferred but not required.
• Outstanding leadership, critical thinking, decision making, and listening skills.
• Ability to read and respond to non-verbal communication and employ influence, relationship building, and open communication tactics.
• Design knowledge to assist customers in product selection and placement.
• Results-driven, highly organized, and able to thrive in a busy, high-stress environment.
• Professional appearance and demeanor.
• Bi-lingual in Spanish or other language as appropriate for the area is a plus.

Physical and Working Requirements

• Ability to stand, use hands, reach, walk, stoop, kneel, crouch, crawl, sit, climb, or balance as needed.
• Comfortable working in enclosed offices, warehouse spaces, and branch showrooms.
• Ability to lift and/or move up to 50 pounds.
• Specific vision abilities including close and peripheral vision, and ability to adjust focus.
• Ability to speak and hear clearly; visually detect product color and shading variation.
• Occasional driving for meetings, training, or client appointments.
• Occasional exposure to fumes, airborne particles, and varying temperatures; noise level is usually loud.
• Routine set up of samples and displays; ability to operate sample making equipment.
• Routine set up of samples and displays; ability to operate sample making equipment.
• Regular, predictable attendance is essential.
• Routine set up of samples and displays; ability to operate sample making equipment.

Schedule & Compensation

• This is an hourly position.
• The successful candidate will work a traditional workday, typically Tuesday through Saturday, but may be asked to work additional hours based on business needs.

Reporting Structure

• This role does not have direct reports.

Other Duties

• Additional tasks may be assigned as necessary to support branch operations and business growth.