Job description
Daltile is seeking a Customer Service Representative II To ensure effective and efficient coordination between the Company and its customers with a high level of service and support. Process sales orders and resolve customer product or service issues. To promote company goals and establish and maintain positive business relationships internally and externally. Under directed supervision, following documented procedures and processing standards, performing basic duties related to customer service.
Monday-Friday 9:30 am-6:30 pm 8:00 am-5:00 pm
7834 C.F. Hawn Freeway | Dallas, TX 75217
Monday-Friday 9:30 am-6:30 pm 8:00 am-5:00 pm
7834 C.F. Hawn Freeway | Dallas, TX 75217
Provides customer account management, including, but not limited to, order entry, order inquiry, product information, order status, pricing, inventory inquiries, and transportation management to analyze and resolve customer needs.
Resolve mostly routine and some non-routine, more complex problems and communicates solution or requested information to the customer.
Interfaces and provides updates to various teams and leadership, including, but not limited to, internal and external customers, to address customer inquiries and order issues from order entry to invoice.
Utilizes various computer systems, including but not limited to SAP, Salesforce, IBM Sterling (Oasis), and Customer Relationship Applications or Databases in managing customer orders from plants, distribution centers, SSCs, and vendors.
Ability to respond to customer needs of medium complexity.
Has attained full proficiency in a specific area of discipline.
Works under moderate supervision of senior leadership in the functional area.
Participates in special projects and performs additional duties as required.
Ability to analyze and interpret data to provide customer solutions.
Demonstrates working relationships with others and contributions to group solutions.
Experience and Knowledge
High School Diploma or GED equivalency required.
Competencies
Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all organizational levels required. Good voice quality that is conversational and professional. Ability to interpret and follow oral and written instructions, policies, guidelines, and processing standards. Ability to demonstrate strong interpersonal relationship-building skills. Skilled in identifying and resolving problems related to the customer and invoices and can determine the root cause of the issue. Must have a moderate level of computer skills in Outlook and Excel. Must be detail-oriented, multi-task, and manage priorities and time effectively. Ability to work in a fast-paced environment.
2 - 5 years of customer service or account management experience. Focus on customer account management preferred. Prior manufacturing or flooring industry knowledge is preferred.
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