Customer Service Representative

Classification:

Hourly

Shift:

First Shift - 8 (United States of America)

Job Description:

Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty? 

At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut’s top family-owned companies in 2017! 

We don't just make innovative, industry-leading products. Our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of our employees, our customers, our partners, and the global communities in which we operate. 

We are seeking passionate and ambitious employees who want to make a difference not just within our organization, but within their communities, our industry, and the world. If that sounds like you, then what are you waiting for? Join the family and expand your horizons!

Just some of our benefits:

• Medical

• Dental

• Vision

• 401k

• Tuition reimbursement

• 13 paid holidays in addition to paid vacation and sick time

• Flexible spending

• Life Insurance, AD&D and Supplemental Insurance

POSITION SUMMARY

This position will process purchase orders and communicate with appropriate internal departments, customers, and sales teams for accurate order processing and follow-up, to ensure customer satisfaction through timely, accurate and quality order entry and phone customer support. The Customer Service Representative works in conjunction with other Customer Service Representatives to meet and exceed our customer’s expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Additional duties and responsibilities may be assigned, as necessary.

1.    New Order Processing and Calls (70%):

• Data entry of orders.
• Process credits/debits and RMA’s.
• Provide shipping paperwork.
• Providing order status updates, look-up part numbers and proof of delivery as requested by customers.
• Efficiently manage inbound phone queue to ensure inbound customer calls are handled timely with minimum hold times and/or transfers communicating professionally with internal and external customers.
• Follow established processes and procedures and demonstrate personal ownership and accountability for tasks and follow through.

2.   Existing Order Follow-Through (25%):

• Ensure that orders entered as being shipped as needed by running report of past due orders entered.
• Provide day-to-day support to meet customer needs and requirements.
• Provide customers with accurate information on stock availability, backorders, shipping and verification of accurate pricing.
• Keep organized electronic records as required for all transactions.

3.    Special Projects and Assignments (5%):

• Participate in special projects and assignments as needed.  

REQUIRED SKILLS & QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or equivalent required.  AS Degree preferred
• 2+ year of experience in professional Customer Service environment.
• 1+ years of JD Edwards experience preferred.

Specialized Skills and Experience

• Computer Skills: Intermediate to advance knowledge of MS Office (Word, Excel, Outlook).
• Strong attention to detail.
• Demonstrated ability to resolve or assist in the resolution of complex customer problems. 
• Ability to understand and interpret written/verbal instructions, rules, materials and reports and appropriately apply what is learned to specific situations. 
• Demonstrated ability to show understanding, tact, empathy and concern while developing long-term relationships. Able to deal with people who are difficult and/or distressed in a variety of situations
• Ability to multi-task while maintaining accuracy and quality.
• Ability to prioritize tasks based on business needs.
• Excellent Oral and Written communication skills.
• Spanish language skills a plus.

Travel Requirement: 

Minimal Travel required 5-10% as needed.  

Physical Requirements:

• Lift:  Physical ability to lift and/or carry a minimum of 25 lbs.
• Push/Pull:  Must be able to push/pull 25 pounds.
• Stand:  Must be able to stand 15% of the day.
• Sitting:  Must be able to sit 85% of the day.
• Twisting/Bending:  Must be able to twist/bend 25% of the day.
• Squatting, Climbing and/or Crawling:  10% of the day. 

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