Customer Service Representative

Engineered Floors LLC

Dalton, GA

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JOB DETAILS

SKILLS

Adhesives, Billing, Cargo/Freight, Communication Skills, Customer Relations, Customer Support/Service, Financial Services, High School Diploma, IBM AS-400 Server, Loading/Unloading, Order Management, Order Processing, Problem Solving Skills, Production Planning, Purchase Orders, Sales, Sales Support, Shipping/Receiving, Telephone Skills, Truckload Freight

LOCATION

Dalton, GA

POSTED

Today

Overview:* Provide world class customer service, to our customers.* Build strong relationships with customers and co-workers that are based on trust and respect.* Process customer orders and respond to all inquiries from customers and sales force.* Interact with customers to provide informationabout products, order status, shipping information, etc.* Support Sales and customers with an appropriate sense of urgency.Responsibilities:* Answer multi queue calls for the two Commercial Brands.* Accurately enter and confirm all orders taken by telephone, mail, e-mail, and fax into the AS400 order entry system.* Follow company policy to ensure we always receive proper customer authorization to enter orders. When orders are for custom products or over $50K, make sure we get written purchase orders from the customer.* Verify that adhesive is purchased with orders for Kinetex. On other products make sure customer is aware of warranty limitations if installed with non-approved adhesives.* Develop a solid understanding of the Commercial business in order to provide support to these unique customers and sales representatives.* Must develop a solid understanding of contract sales and private label styles and sales.* Respond promptly to customer inquiries.* Notify all necessary departments of order changes.* Responsible for continuous order management* Work closely with sales and customers to obtain releases on held for shipping orders.* Report to customers when orders are ready for pick-up. Stay in constant communication with the customers until the order is picked up.* Communicate storage fees for aged orders.* Notate orders appropriately.* Advise Shipping Department of customer releases if routed other than a standard carrier.* Communicate and coordinate rush orders with Financial Services, Production Planning, and Shipping.* Notify customers and sales representatives of order delays as soon as they are communicated by Production Planning.* Check stock and reserve according to customer needs.* Review open orders daily.* Notify sales representatives when orders are to be canceled.* Work with the Freight department to obtain truck load, special and expedited freight rates.* Ensure proper approvals are obtained from customers on all truck load and expedited freight rates. Make sure proper freight charges are added to orders before shipping and billing.* Coordinate truck load and expedited shipments with the Shipping Department and customer. Ensure all special delivery requirements are noted and billed to customer appropriately.* Stay well versed on the wide selection of all flooring products we offer.Qualifications:* High school diploma or equivalent.* Previous experience in carpet-related customer contact work preferred.* Basic computer knowledge.* Prior AS400 experience preferred.* Professional and effective communication skills including:* Pleasant telephone personality.* Good grammar and pronunciation.* Proper use of e-mail* Must be able to maintain pleasant, helpful attitude, and be highly productive even during periods of great stress.* A strong sense of urgency and desire to creatively resolve problems is required.* A general knowledge of flooring materials and installation methods is beneficial; however, thorough understanding of flooring types or processes is not necessary.* Overtime is required on occasion.* Self-motivated with the ability to work and perform from home when needed.* Perform any other duties as assigned.

About the Company

Engineered Floors LLC

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