Job: Customer Service Representative

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Job Description

DESCRIPTION / PURPOSE:


The Customer Service Department is the company’s customer contact center, receiving communication and orders through phone calls, email, fax and website activity.  The Customer Service Representative will work with customers, sales reps, Source One, Credit, Manufacturing, Technical Services, Product Development, and Shipping to make certain that orders are entered and processed accurately and in a timely manner.  The Customer Service Representative will also answer inquiries regarding order progress, product lead times, freight rates, and gather technical specifications, warranties, and required company forms when requested.The Customer Service Representative will also prepare periodic reports regarding inventories as required by Strategic Accounts.

MAJOR TASKS, RESPONSIBILITIES & KEY ACCOUNTABILITIES:

• Uses knowledge of Customer Service to meet customers’ expectations and deliver products in a timely manner 
• Communicates with all customers via phone, email and other electronic means as they are developed
• Works closely with salespersons and contract department to verify sales splits and contract compliance, and to fully support the ordering and shipment processes
• Works with our strategic customers to establish inventory levels by analyzing forecasting provided by the customer, and to process their orders when entered
• Prepares quotations for contract partners purchasing from contracts when requested
• Processes customer carpet and sample orders, and tracks shipments through delivery as required 
• Accesses customer’s websites to retrieve purchase orders, and to log order information as required on those sites           
• Uses keyboarding, data entry skills and computer programs (Excel, CAMS, AS400, Word)
• Interacts with people from various departments
• Provides product specifications, installation instructions, and warranty forms when requested
• Works with Sample Operations to maintain inventory levels of private label samples and processes orders for accounts using private labels
• Prepares inventory reports for stocking programs as needed
• Is the primary contact for Tandus Marketing trade show orders
• Cross trains in all facets of the department (and company)
• Backs others in the departments as needed
• Assists in providing shipping and freight information for the development, pricing and administration of contracts for floor covering sales as requested
• Other duties as required or assigned by management

Job Requirements

QUALIFICATIONS & EXPERIENCE:

• A history of success in customer service, sales, or similar field 
• A working knowledge of the Microsoft Office Suite 
• Excellent written and verbal communication skills 
• Good basic math skills 
• 2 or 4 year college degree is a plus 
• Must pass pre-employment drug screen 

PERSONAL CHARACTERISTICS:

• A strong work ethic 
• Customer focused, winning team attitude 
• Strong organizational skills and attention to details 
• Good interpersonal skills  
• Ability to multitask, prioritize and meet deadlines 
• Ability to evaluate situations, make sound decisions, and act on those decisions

Tandus is an Equal Opportunity Employer (M/F/VEV/D)

Company Overview

About Tandus Centiva

Tandus Centiva’s unique line of LVT, Hybrid Resilient, Modular, Broadloom and Woven flooring products offer a true fit-for-purpose approach to enhance spaces for learning, working, healing and living. With industry-leading product design, unrivaled service and a commitment to environmental and social stewardship, Tandus Centiva provides the ultimate flooring experience for our customers.

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