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.