What are the responsibilities and job description for the CUSTOMER SUPPORT SPECIALIST position at WONDER PORCELAIN GROUP LLC?
Key Responsibilities
· Order Management
· Accurately process customer orders through phone, email, or ERP system.
· Verify product availability, pricing, and estimated delivery timelines.
· Coordinate with logistics and warehouse teams to ensure timely delivery.
· Product & Technical Support
· Provide customers with ceramic tile specifications, application guidance, and installation recommendations.
· Handle inquiries related to product types, finishes, grades, and usage (e.g., kitchen, wall, floor).
· Customer Inquiry & Issue Resolution
· Address order discrepancies, delivery issues, damage claims, and product complaints professionally.
· Initiate return material authorizations (RMAs) and coordinate replacement shipments or credit memos.
· Documentation & Reporting
· Maintain accurate and up-to-date records of orders, communications, and issue resolutions.
· Generate and distribute order confirmations, invoices, and shipping documents when needed.
· Sample Fulfillment & Sales Support
· Process and track requests for tile samples, swatch boards, and brochures.
· Support sales representatives with product availability and order updates.
· Customer Retention
· Develop strong relationships with dealers, designers, contractors, and retail partners.
· Conduct follow-ups to ensure satisfaction and encourage repeat business.
· Compliance & Best Practices
· Ensure all customer service processes follow company policy and tile industry standards.
· Stay informed on current products, discontinued SKUs, and new launches.
Qualifications
· High school diploma or equivalent (Associate’s or Bachelor’s preferred).
· Minimum 1 year of customer service experience (tile or construction materials industry preferred).
· Familiarity with ERP systems (e.g., IFS, SAP, Oracle, NetSuite) and CRM tools.
· Strong communication, organizational, and multitasking skills.
· Ability to read product specification sheets and understand basic technical terminology.
· Team player with a proactive and problem-solving attitude.
· Bilingual in Spanish is a plus.
Working Conditions
· Office-based with potential warehouse or showroom visits.
· Monday–Friday work schedule, with occasional overtime during peak seasons.
· Must be able to sit for extended periods and communicate clearly over the phone.