Senior Customer Service Representative

Job Summary:

The Senior Customer Service Representative will provide effective customer service by utilizing in-depth knowledge of company products and programs. Interact with customers through various channels of communication to process orders, handle inquiries, and assist other departments. Ensure accurate processing of orders and product delivery in a timely and professional manner.

Responsibilities:

• Resolve customer inquiries, including but not limited to: order status, product information, order processing, account status, sales programs, as well as product line knowledge.
• Process all customer orders by utilizing a variety of communication channels for T&A Supply Company Inc. and enters orders in Gartman (AS400) efficiently and error-free.
• Resolve complex and escalated customer issues, received via phone or email.
• Collaborate frequently with cross functional team: Purchasing, Credit, Outside Sales, Sales Manager, Marketing, and Operations.
• Maintain and update accurate information in Gartman system from vendors and purchasing department relating to shipment dates and expected dates of delivery and update customers.
• Answer any customer inquiries (fax, phone, e-mail). Check stock, provide availability dates, and update customers.
• Maintains accurate and detailed records to keep in compliance with company policies and procedures.
• Perform other duties as assigned.

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Skills and Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong problem solving, critical thinking, and attention to detail.
• Exceptional organizational skills and the ability to prioritize tasks.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• High school diploma or equivalent.
• Five years of customer service or call center experience preferred.
• Previous flooring industry or flooring installation experience highly desired.

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Physical Requirements:

• Prolonged periods of sitting at a desk, talking on the phone, and working on a computer.
• Must be able to lift up to 15 pounds at times.