Customer Experience Associate - Architectural Surfaces Group

ABOUT US

Architectural Surfaces has been a worldwide leader in granite, marble, quartz, tile, and soapstone supply, now in over twenty locations across the United States. Our deep industry experience and excellent reputation give us access to the finest quarries in the world, while our diverse customer base gives us the buying power to bring our customers top-quality natural stone at an economical price. We carry more than 120 colors of natural stone in slabs from Brazil, India, China, Europe, and beyond.

We are looking for smart, dedicated professionals to strengthen our team. We offer career opportunities that provide a unique career experience depending on your skills, career objectives, and preferred work experience. At Architectural Surfaces you'll find a close-knit team and a collaborative, supportive environment that keeps projects running smoothly and customers happy. If you're ready to join a top-notch team, we'd like to hear from you. Architectural Surfaces is an Equal Opportunity Employer and participates in E-Verify.

Architectural Surfaces is a national company with the soul of a family business. We offer a deep inventory of on-trend materials, including a broad selection of quality stone, quartz, and tile for residential and commercial applications. We believe in cultivating knowledge to transcend the transaction and deliver effortless customer experiences. Our expert staff is committed to responsive service and on-time delivery.

POSITION SUMMARY:

This position aims to interact with customers individually and develop relationships between sales staff and their clients by providing clients with availability of materials, scheduling orders for deliveries, handling all financial transactions, and provide information in response to inquiries about products and services and handle and resolve complaints. The main focus of the position it to give our clients a seamless and smooth experience while allowing the sales rep to focus on selling. Administrative assistance will require updating spreadsheets daily and an assortment of tasks related to management of two showroom locations and alleviating interruptions to Branch Manager.

ESSENTIAL FUNCTIONS:

• Answering incoming phone calls/emails.
• Scheduling orders for deliveries.
• Provide customer service & sales support to fabricators/installers & walk-in customers.
• Enter orders, update & cancel orders as needed.
• Handle cash/credit card transactions.
• Balancing end-of-day cash reports.
• Assist customers with problem resolution.
• Provide and encourage outstanding customer service.
• Answer incoming calls on a multi-line system professionally and courteously.
• Respond to customers via telephone or email through a personal computer.
• Receive customers' requests by telephone, or email, analyze requests, provide the information requested, ascertain who can best deliver the data, and route the request to the proper person.
• Provide pricing information, process orders, and similar data to customers.
• Follow up with customers to assess the level of customer service.
• Take orders over the phone or in person and enter them into the database.
• Resolve customer questions related to orders or inventory.
• Contact customers to ascertain data omitted on orders.
• Analyze transactions and correct and adjust orders.
• Write add on orders and replacement orders.
• Must be prompt and timely in completing assigned responsibilities
• Develop knowledge of product line, prices, delivery time, and similar data as required.
• Administrative assistant duties.
• Perform all aspects of the job within company policy and procedures.
• Perform backup for showroom consultants.
• Other duties as assigned.

POSITION QUALIFICATIONS KNOWLEDGE, SKILLS, AND ABILITIES

• A well-organized and self-directed individual with the ability to prioritize duties.
• Excellent multi-tasking & time management skills.
• Exceptional communication and interpersonal skills.
• Able to work in a fast-paced, self-directed environment.
• Must enjoy interaction with a variety of different customers from different backgrounds.
• Microsoft Office competency.

EDUCATION AND EXPERIENCE

• High School Diploma required.
• 2 years of Customer Service Experience.
• Experience in Will call, Order Desk, or Customer Call Center.
• Previous work experience in the industry is a plus but not required.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Ability to be on your feet for extended periods.
• Ability to push/pull/lift to 20+ lbs.
• Bending for filing is occasionally required.
• While performing the duties of this job, the employee is regularly required to sit for prolonged periods.

Architectural Surfaces participates in E-Verify and is proud to be an equal opportunity employer.