Customer Service & Account Support Specialist

Pay Range: $22–$24 per hour (based on experience)

Altea Ceramics

Altea Ceramics is seeking a highly organized and customer-focused team member to support our growing operations. This role is primarily focused on customer service and order coordination while also supporting local showroom partners when needed.

This position plays an essential role in ensuring excellent service for our customers and showroom partners. The ideal candidate is organized, proactive, and able to manage multiple priorities while maintaining clear communication and a positive attitude.

This role is approximately 80% customer service and operational support, with 20% dedicated to supporting local accounts, including coordinating or delivering samples and assisting with showroom needs when necessary.

MAJOR RESPONSIBILITIES

Customer Service & Order Management

• Process and enter customer orders using the company's ERP system (Odoo) in a timely, accurate, and efficient manner.

• Receive and respond to customer inquiries via phone and email regarding orders, product availability, pricing, and shipping.

• Provide freight quotes when needed and coordinate with logistics and warehouse teams to ensure timely order fulfillment.

• Assist with stock checks, product availability, and order status updates.

• Provide ongoing support to showroom partners and customers by phone, email, and other communication channels to ensure an excellent customer experience.

• Resolve customer service issues and provide follow-up on backorders, invoices, and order adjustments when necessary.

• Communicate order changes, cancellations, or issues to the sales team and warehouse to ensure smooth order processing.

• Maintain clear and accurate records within the company’s systems.

• Stay up to date on product availability, discontinued items, backorders, and supply updates to ensure proper communication with customers.

• Assist with accounting-related tasks including collecting payments from customers through Odoo and supporting accounting reconciliation when needed, following Altea Ceramics’ accounting policies.

Account Support

• Prepare sample orders for showroom partners and customers, ensuring samples are shipped or delivered accurately and in a timely manner.

• Occasionally visit local showroom partners to drop off samples or assist with product needs.

• Support the sales team in maintaining strong relationships with local accounts.

• Communicate feedback from showroom partners and customers to the internal team.

• Assist with showroom support needs, customer events, or partner requests when required.

QUALIFICATIONS

• 2–4 years of experience in customer service, sales support, administrative, or accounting support roles.

• Strong communication and interpersonal skills.

• Excellent organizational and time management abilities.

• Ability to multitask and prioritize in a fast-paced environment.

• Professional, solution-oriented mindset.

• Highly detail-oriented with a strong sense of ownership and follow-through.

• Ability to work independently, identify problems, and take initiative to resolve them.

• Strong computer skills and ability to work within ERP or CRM systems (Odoo experience is a plus).

• Effective communication skills in English. Spanish is a plus.

ADDITIONAL REQUIREMENTS

• Must have a valid driver’s license and reliable vehicle for occasional local account visits and sample deliveries.

• Ability to lift and move sample boxes when preparing shipments.

• Interest in design, architecture, or building materials is a plus.

TEAM STRUCTURE

This position reports directly to the Director of Operations. As a growing company, flexibility and teamwork are essential. Team members are expected to support the distribution center and broader operations team as needed to ensure smooth day-to-day operations and an excellent experience for our partners.

WORKING CONDITIONS

·               While performing the duties of this job, the employee is frequently exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically moderate to noisy.

PHYSICAL/SENSORY REQUIREMENTS

Physical Work – Ability exert up to 65 pounds of force occasionally, and or 20-30 pounds of force frequently, and/or greater than negligible up to 20 pounds of force constantly to lift, carry push, pull, or otherwise move objects. The employee is often required to use their hands and fingers, to handle or feel. The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

NOTE: All duties and responsibilities listed are considered to be essential job functions and requirements, and are subject to possible modification to reasonably accommodate individuals with disabilities. Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included. However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position.

This job description does not constitute an employment agreement between the employer and the employee, and is subject to change by the employer as the needs of the business and requirement of the job change.

Store & Pick-up Hours

Monday - Friday 7:00 AM - 4:00 PM

Benefits & Rewards

·      Career advancement opportunities

·      Health Reimbursement Arrangement

·      80 hrs. annualized paid vacation (full-time associates)

·      8 paid holidays per year (full-time hourly store associates only)

·      

·      Paid holidays:

·      New Year's Day (January 1)

·      Memorial Day (Last Monday in May)

·      Independence Day (July 4)

·      Labor Day (First Monday in September)

·      Thanksgiving Day (Fourth Thursday in November)

·      Black Friday

·      Christmas Eve

·      Christmas Day (December 25)

Equal Employment Opportunity

Equal Employment Opportunity (EEO) Policy Statement

Altea Ceramics

At Altea Ceramics, we are committed to fostering a workplace that values equality, fairness, and respect. Our Equal Employment Opportunity (EEO) policy reflects our dedication to providing all individuals with a work environment free from discrimination and ensuring that employment decisions are based solely on merit, qualifications, and business needs.

Commitment to Equal Opportunity

Altea Ceramics provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable laws. This policy applies to all aspects of employment, including recruitment, hiring, training, promotion, compensation, benefits, and termination.

Fair Recruitment and Promotion Practices

We ensure that all hiring decisions are based on candidates’ skills, experience, and potential. Our hiring managers and decision-makers are committed to upholding fairness and objectivity throughout the selection process, recognizing the importance of equal opportunity in building a diverse and talented workforce.

Workplace Culture and Conduct

Altea Ceramics is committed to maintaining a professional and respectful work environment where employees feel valued and empowered. Discrimination, harassment, or any form of unfair treatment will not be tolerated under any circumstances.

Raising Concerns

We encourage an open and transparent workplace where employees can report concerns related to discrimination or inequality. While we are in the process of establishing formal reporting mechanisms, we remain dedicated to addressing any issues that may arise fairly and promptly.

Leadership Commitment

At Altea Ceramics, we firmly believe that diversity and inclusion are essential to innovation and business success. We are committed to continuously fostering an environment that promotes equal opportunities for all. As we grow, we will ensure that our policies evolve to support a fair and inclusive workplace.