Customer Service Rep / Account Liaison

Location: Clarksville, TN (100% on-site)

Important: Must be authorized to work in the United States without sponsorship.

About Florim USA

Florim USA, the American subsidiary of Florim Group, is a leading provider of porcelain tile solutions based in Clarksville, TN. We pride ourselves on our commitment to innovation, quality, and ecological mindfulness. With over two decades of experience, our facility stands as one of North America's largest and most technologically advanced porcelain manufacturing plants. At Florim USA, we're dedicated to producing sustainable, high-quality products while making a positive impact on society and the environment. Distributed under our MILE®stone brand, Florim USA proudly offers uniquely styled, Sustainable Tile, made in the USA, in over 2500 stores nationwide.

Position Summary

Florim USA is seeking a proactive Customer Service Rep / Account Liaison to join our Customer Service team. This role supports customers, architects, designers, distributors, and internal departments by processing orders, resolving issues, coordinating shipments. If you're detail-oriented, solution-driven, and comfortable managing multiple priorities, this position offers a strong opportunity to grow within a leading U.S. tile manufacturer.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:

• Customer Interaction: Provide accurate information, answer inquiries, and support customers, architects, designers, and distributors.
• Order Processing: Enter and manage customer orders with accurate pricing, documentation, and delivery details.
• Claims & Credits: Handle customer complaints, process claims, and issue credits as needed.
• Shipping Coordination: Partner with logistics to ensure timely and accurate delivery of porcelain tile orders.
• Product Knowledge: Maintain a strong understanding of Florim USA product lines, specifications, variations, and usage applications.
• Documentation & Reporting: Record all customer interactions in CRM and assist with generating feedback reports.
• Collaboration: Support Sales, Marketing, Product Development, Production, and Quality teams with customer-related needs.
• Technical Support: Address product questions, installation concerns, and other customer issues professionally and effectively.

Core Competencies:

• Critical Thinking: Uses logic and reasoning to evaluate solutions and support decision-making.
• Communication: Communicates clearly and professionally in writing and verbally.
• Comprehension: Ability to read, interpret, and relay technical product information.
• Customer Orientation: Maintains a positive and customer-focused approach when resolving issues.
• Collaboration: Works effectively across cross-functional teams.
• Product Knowledge: Understands porcelain tile features, applications, and technical aspects.
• Organization: Manages multiple customer inquiries and order requests with strong attention to detail.
• Active Learning: Adapts quickly to new information, systems, and processes.

What We’re Looking For:

• Associate degree or 4–5 years of professional experience in customer service, account management, or a related field; or an equivalent combination of education and experience.
• Proven experience managing customer accounts, serving as a liaison between clients and internal teams, or coordinating cross-departmental customer solutions.
• Demonstrated ability to resolve complex customer issues, including processing orders, claims, and credits with accuracy and professionalism.
• Familiarity with ERP systems (SAP preferred) or other order management platforms.
• Strong verbal and written communication skills, with the ability to represent the company positively and professionally.
• Highly organized, detail-oriented, and capable of managing multiple priorities and customer accounts simultaneously.
• Knowledge of product or technical support processes is a plus, ideally in building materials, tile, or related industries.
• Collaborative mindset with the ability to work effectively with Sales, Logistics, Production, and Product Development teams.

Florim USA is proud to be a company committed to our employees' well-being and the well-being of the environment and communities in which we operate. We offer a competitive salary and benefits package, including medical, dental, vision, life, disability, 401(k) with company match, tuition reimbursement, and more.

Florim USA is a drug-free workplace. All hires are required to pass a pre-employment drug test. Florim USA provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, public assistance status, veteran status, or any other characteristic protected by law.