What are the responsibilities and job description for the Customer Service Representative – Flooring Distribution position at Northann Distribution Center Inc.?
Overview
We are seeking a friendly, detail-oriented, and highly organized Customer Service Representative (CSR) to support our flooring distribution operations. As a key point of contact for our customers, you will handle inquiries, process orders, resolve issues, and ensure a seamless customer experience from order to delivery. The ideal candidate brings strong communication skills, a proactive attitude, and a background in flooring, construction materials, or distribution logistics.
Responsibilities
- Serve as the primary contact for customers via phone, email, and chat regarding product information, order status, shipping, and returns.
- Process sales orders accurately and promptly in the ERP system.
- Coordinate with warehouse, logistics, and sales teams to ensure timely order fulfillment and delivery.
- Resolve customer concerns and complaints professionally and efficiently, ensuring high customer satisfaction.
- Maintain up-to-date product knowledge to assist customers with technical questions or recommendations.
- Track shipments and proactively communicate delays or issues to customers.
- Create and maintain customer records, purchase history, and communication logs in CRM systems.
- Assist with invoice inquiries, credit memos, and RMA (Return Merchandise Authorization) processes.
- Support inside sales and distribution partners with product availability, samples, pricing, and documentation.
- Help identify trends in customer feedback and suggest improvements to processes or service delivery.
Qualifications
- High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
- 2 years of customer service experience, preferably in flooring, building materials, or B2B distribution.
- Strong written and verbal communication skills.
- Proficiency in Microsoft Office Suite and experience with ERP/CRM systems (e.g., NetSuite, SAP, Salesforce).
- Excellent problem-solving skills and ability to remain calm under pressure.
- Detail-oriented with strong organizational and multitasking abilities.
- Team player with a positive attitude and customer-first mindset.
Preferred Qualifications:
- Knowledge of flooring products such as LVP, SPC, laminate, hardwood, or tile.
- Familiarity with order processing, freight logistics, and warehouse operations.
- Bilingual (English/Spanish) is a plus.
Compensation & Benefits:
- Competitive hourly wage or salary
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off, holidays, and employee discounts
- Training and development opportunities
Join us in creating memorable experiences for our customers while developing your career in a supportive environment!
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $40,000 - $50,000