Customer Experience and Design Specialist

Come Join Us - A company that is well established, helps promote creativity and growth. Who we are - We are growing! Virginia Tile Co. is an industry-leading wholesale distributor of full spectrum residential and commercial tile products. Also providing in selected regions resilient flooring and woodworking products. Founded in 1928 and serving 14 states. We celebrate a culture of collaboration, innovation, inspiration, and service. Design That Shapes Living! Check us out: https://virginiatile.com Exciting opportunity to work as a Customer Experience and Design Specialist at our location! Position Summary: As a hybrid Customer Experience and Design Specialist, you will be responsible for providing a variety of services and information regarding products, prices, availability, product uses and technical support for customers through the Customer Service aspect of the role, as well as engaging with design professionals and homeowners to guide them through the tile and related products selection process. This position will also support the VTC outside sales team with kitchen and bath designers, flooring dealers, architectural firms and builder contractors. Essential Functions: Comprehend customer needs (via conversation, architectural drawings, and written specifications) and recommend a product configuration to meet those requirements Provide pricing, quotes, product information, literature, samples, and support for customers Process orders Arrange deliveries Process product returns Confirm customer information Identify and close additional purchases of products and services Respond to requests from customers for information Engage in technical discussions with customers Promote solutions and services Resolve customer complaints Remain knowledgeable and up-to-date on product changes and developments Answer questions about warranties or terms of sale Inform customer of deals and promotions Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience Work with customer service manager to ensure proper customer service is being delivered Work as inside liaison to outside sales team including identifying and communicating candidates for future business relationships Implement suggestions based on customer feedback (e.g. product enhancements, web site improvements) Assist customers with material selections, educating them about our selection process to ensure accurate conversion of their selections to an order placement. Assist with updating product displays, maintaining the showroom environment, handling product samples and supporting customer events. Participate in regularly scheduled meetings with showroom team members to review company information, processes, procedures and/or assignments specific to: 1) Safety 2) General company business 3) Showroom operations 4) Product launch, merchandising, marketing and sales support as it relates to the Showroom 5) Customer service best practices 6) Product knowledge and industry trends. Foster a positive work environment by participating in team building events, providing continuous improvement feedback and collaborating with Showroom and other Virginia Tile associates. Perform other related duties as assigned Knowledge, Skills and Abilities: Proficient in MS Office, specifically Excel, Word and Outlook Excellent written and oral communication skills Excellent customer relationship skills Able to perform basic mathematical calculations Self-motivated, with high energy and an engaging level of enthusiasm Organized with an ability to know reseller activities and status on an ongoing basis Ability to read and interpret documents such as procedure manuals, work instructions, software manuals Strong problem identification and resolution skills Able to build and maintain lasting relationships with customers High level of integrity and work ethic High level of attention to detail with excellent organizational skills and the ability to multitask Ability to work with a team in support of a customer-centric environment Ability to communicate design ideas and principles effectively Professional appearance and a friendly, outgoing personality Flooring industry product knowledge a plus, tile and stone experience preferred Minimum Qualifications: Bachelor's Degree or combination of equivalent training and an Associate's Degree 2 - 3 years of direct work experience in sales or tele-sales capacity and Interior Design experience in a retail environment is preferred Strong knowledge of retail and/or wholesale sales principles, methods, practices, and techniques Prior experience with the general public (customers) is a plus What's in it for you: Multiple, affordable Medical Insurance Plans (PPO & HSA) Dental Vision Optional Life Insurance, Short Term, and Long-Term Disability Insurance Optional Pet Insurance Employee and friend/family discount on Tile Products 401(k) Plan with 3% company match Generous PTO, Sick and Paid Holiday policies Positive & friendly work environment where employees are acknowledged and rewarded for their great work EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. This position is currently accepting applications.