Customer Service Rep

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Customer Service Representative

We are currently seeking a talented Customer Service Rep to work in our Phoenix showroom. This would be a non-supervisory position but will be a very vital part of our sales team. The Customer Service Rep will be a very diverse role and be handling everything from answering phones, greeting customers, walk-in sales, order processing, sampling, marketing and sales support. The job functions would include but not limited to:

  • Be familiar with QDI’s product set and be able to describe colors, styles, and highlight its features and benefits to customers.
  • Have a basic understanding of travertine, limestone, and marble and their differences.
  • Understand the sales process from start to finish and be able to close sales both face to face and over the phone.
  • Responsible for greeting and assisting customers that come into the office or contact the Company via phone.
  • Write up customer orders using the Dancik system.
  • Refer customers to a Sales Representative when they are onsite and available.
  • Answer all customer questions about products, prices, availability, product uses, and available options.
  • Service Company’s existing accounts and obtain new accounts whenever possible through direct referrals, and out-bound or in-bound sales calls.
  • Be knowledgeable of Company’s payment procedures.
  • Understand QDI’s inventory. Check stock levels and request reorder of materials as necessary.
  • Assist in completion of customer files, which includes: Client Information Sheet, Tax Exemption Certificate (Form 5000), Credit Card Authorization, and Credit application if required.
  • Arrange pick-up schedules with operations and outside freight companies.
  • Coordinate customer material pick-ups with warehouse personnel.
  • Verify outgoing product counts prepared by the warehouse personnel utilizing the invoice to ensure accuracy.
  • Compare disputed merchandise with original requisitions and information from invoices.
  • Keep record of customer interactions and transactions by recording the details in Smartsheet (the Company’s CRM system).
  • Make recommendations for improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Resolve customer’s service or billing complaints by performing activities such as exchanging merchandise, refunding money and/or adjusting bills after review with management.
  • Contact customers about billing issues if requested.
  • Detect discrepancies on records or reports.
  • Use computers and computer systems (hardware and software) to set-up functions, enter data, or process information.
  • Observe, receive, and otherwise obtain information from all relevant sources in an effort to provide excellent customer service.
  • Compile, code, categorize, calculate, tabulate, audit, and verify information or data.
  • Develop a constructive and cooperative working relationship with other QDI employees and maintain them on an on-going basis.
  • Develop specific goals and plans to prioritize, organize, and accomplish your work. Once the goals and plans are developed review with your supervisor.
  • Attend regular CRS training meetings and dedicate yourself to continuous improvement.
  • Attend industry functions (EX: ASID, NARI) representing QDI while you network with professionals.
  • On occasion visit accounts not being serviced by Territory Managers to assist with sampling and general customer service.
  • Be a team player.

Successful candidates will have the following:

  • 3-5 years in a customer service or office manager roles and preferably natural stone industry experience.
  • Well organized and self-disciplined - Attention to detail a must.
  • Outstanding customer service skills.
  • Professional appearance.
  • Good presentation skills.
  • Problem-solving skills with the habit of being proactive.
  • Excellent communication skills both written and verbal.
  • Team player
  • Good computer skills including MS Outlook, Word and Excel
  • Recent college grads encouraged to apply

Company Benefits:

  • Competitive Salary
  • Full health insurance benefits after 90 days
  • 401 K
  • Employee discounts on all QDI materials

This is a great opportunity with a rapidly growing, Inc. 5000 company. We are consistently expanding and like to promote from within. If qualified, please respond to this add and submit your resume for consideration.

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