Under the general supervision of the Team Manager, the CSR will respond to customer inquiries via telephone / email to provide problem resolution in accordance with the organization’s standards for field services, includes but not limited to : repairs under the lifetime of field.

More specifically, you will have to :

• Answer / monitor / maintain customer warranty / non-warranty concerns and request for repairs in assigned territory.
• Process / maintain files from open to close, includes but is not limited to : resolution of claim requests, analysis of customer service needs for communication to service / technical departments, analysis of costs, approval of repair work etc.
• Create and follow up on purchase orders, sales / job orders, materials orders and labor service payment.
• Interface daily with internal (i.e. Project team, Logistics, Sales, Supply Chain etc.) and external customers.
• Work to identify risk and respond appropriately.
• Maintain detailed and current knowledge of products.
• Support other areas of customer service department as required.
• Respond to all Internal / External Customers within 24hoursRegularly follow-up with customers until job is completed
• Case creation in SFDC within 24 hoursAll required data to be clean and regularly updated until case completion.All cases to have comments with scope and any pertinent details.
• Attend weekly WIP CallProvide snapshot of completed & pending jobs prior to the meeting
• Warranty repairs : Minor repairs to be completed in 7 days (based on crew availability)Major repairsScheduled date to be provided to customer within 5 daysWork to complete repairs within 14 days notice (if crew availability allows)
• Proposal Lead Time : FieldCare / Small Billable Repairs to be sent out within 48 hours of requestLarger Billable Repairs to be sent out with 4 working days
• Billable Repairs : Once signed approval is receivedIf no material is to be produced Scheduled date to be provided to the customer within 5 days (dependent on crew availability and customer needs) and entered in Salesforce (Forecast Date)If Material is to be produced (not including Logos)Scheduled date to be provided to the customer within 5 days (dependent on crew availability and customer needs)Production order request to be issued within 48 hours or before weekly production run deadline (Monday Mornings)Scheduled date to be provided to the customer within 5 daysIf Logos to be producedScheduled date to be provided to the customer within 5 days (dependent on crew availability and customer needs)Production order request to be issued within 48 hours
• Job Closeout : All Cases / Jobs to be closed out (repair complete date entered and set to RTI where applicable) within 7 days

What We Offer

A commitment that Safety is #1

Competitive benefits, pay, and retirement plan options!

Career growth, stability, and flexible work arrangements.

Responsible Manufacturing Protecting Our Planet for the Future

We utilize renewable energy and a closed loop recycled water process.

We are committed to reducing greenhouse emissions and water consumption.

We are the only flooring company recognized by the Asthma and Allergy foundation.

Who we are :

With a history of 140 years, Tarkett is a worldwide leader in innovative flooring and sport surface solutions with 12,000 employees and 34 industrial sites.

Offering a wide range of products including vinyl, linoleum, rubber, carpet, wood, laminate, artificial turf, and athletic tracks.

The Group serves customers in more than 100 countries across the globe.

Committed to change the game with circular economy and to reducing its carbon footprint, the Group has implemented an eco-innovation strategy based on Cradle to Cradle® principles, fully aligned with its Tarkett Human-Conscious Design® approach.

Tarkett is listed on Euronext (Compartment B, ISIN FR0004188670, ticker : TKTT).

Last updated : 2024-03-23