Job Objective: The Customer Service Rep (Account Manager) assists in meeting the budgeted goals for profitable sales while developing customer relationships from contacts and client relationships from customers.

Responsibilities:

Customer Communication

• Confirms that all vendor confirmations exactly match our purchase order and makes any necessary adjustments to ensure 100% accuracy.
• Maintain a high awareness of incoming phone calls to assure all calls are answered promptly and professionally.
• Checks voicemail on a regular basis to ensure customers are being called back in an acceptable time frame.
• Makes certain each contact, customer or client understands that we appreciate their business.
• Evaluate the scope of a customer’s project and provide alternative products or solutions (i.e. setting materials).
• Apologizes on behalf of the company for any customer service problems and resolves in a manner that assures the relationship is improved.
• Notifies manager and documents any instance where the customer does not seem satisfied with the resolution or where the relationship appears to be damaged.
• Provides nurturing customer relationships, building service and support to our contacts, customers and clients in a manner that adds perceived value to the process.
• Processes purchase orders for any non-stock materials and notifies Sales Rep the materials have been ordered.
• Tracks all pending Purchase Orders to ensure all orders are on schedule and to update pending orders.
• Inputs and confirms all sales orders within 24 hours.
• Ensures that each invoice is priced appropriately.
• Reviews open order report daily to help manage customer service process.
• Provides backup to other Account Manager's as needed.
• Communicates specific delivery instructions to warehouse.
• Ability to quickly find and utilize product literature and specifications (i.e. Schluter, Mapei, etc.)

Meetings

• Attends scheduled meetings and makes a positive contribution.
• Meets with manager on a regular basis to discuss pertinent customer activity.

Qualifications:

Proficiency in Microsoft office products (word, excel, outlook, etc.) required.

Customer service phone experience required.

Experience in the flooring or construction industry highly preferred.