Commercial Customer Service

Emser Tile - Ontario, CA

Full-time - Mid Level

Ontario, CA

Merchant Wholesalers, Durable Goods

About the position

The Commercial Customer Service Representative at Emser Tile plays a crucial role in managing sales orders and quotes, ensuring accurate and timely processing to enhance customer experience. This position serves as the primary point of contact for internal and external stakeholders, coordinating with the sales team and customers to support project management and sales operations effectively.

Responsibilities

• Manage sales orders and quotes in coordination with the sales team, management, and customers.
• Assume the role of primary point of contact for internal and external project stakeholders for all order transactions.
• Manage project quotes and orders by ensuring all essential product-related details are clarified and accurately entered in Emser's CRM/ERP system.
• Assist the sales team with accurate CRM entry for quotes and opportunities, as well as follow-up and closure activities.
• Provide sample order and shipment support for the field sales team, upon request.
• Enter (or convert) all sales orders into the ERP system and ensure all necessary information is provided to internal stakeholders.
• Manage all product allocation needs, ensuring all order dates are updated and managed appropriately.
• Assist in special order projects and support the sales team in gathering all requirements efficiently.
• Work with the transportation team on order splitting and releases.
• Provide customers with proper freight quotes and terms based on their account profile.
• Manage pipeline and forecast of large commercial projects through CRM and open orders.
• Drive issue escalation and resolution to ensure all customers and stakeholders are informed and aligned with project needs.
• Work with the Emser Supply Chain for proactive pre-order management for phased delivery and fulfillment of orders.
• Offer specific sales and non-sales related project management insights and expertise.

Requirements

• Strong product and project management experience.
• Data analysis skills with advanced Excel proficiency.
• Excellent organizational and communication skills.
• Customer service skills and experience in customer qualification and quoting procedures.
• Ability to recognize order discrepancies and reconcile prior to order fulfillment.
• Strong critical thinking skills and sound judgment in decision making.
• Ability to meet deadlines and communicate delays effectively.

Nice-to-haves

• Knowledge of the tile/flooring, home improvement, or similar industry.
• Understanding of tile installation systems to recognize upsell/cross-sell opportunities.
• Familiarity with industry rules, regulations, installation guidelines, and manufacturing standards.

Benefits

• Full-time position with competitive salary range.
• Opportunities for professional growth and development.