Experienced Customer Service Representative – Natural Stone Industry Expertise and Sales Support

Introduction to blithequark

At blithequark, we pride ourselves on being a leading force in the natural stone industry, dedicated to providing exceptional customer service and top-quality products. Our Phoenix showroom is a hub of activity, where our talented team works together to deliver outstanding experiences for our clients. We are currently seeking a highly skilled and motivated Customer Service Representative to join our sales team, playing a vital role in driving business growth and customer satisfaction.

Job Overview

The Customer Service Representative will be responsible for handling a diverse range of tasks, from answering phones and greeting customers to processing orders, providing sales support, and resolving customer complaints. This is an exciting opportunity for a customer-focused individual to join a dynamic team and contribute to the success of blithequark. As a key member of our sales team, you will be expected to be familiar with our product set, including colors, styles, and features, as well as have a basic understanding of travertine, limestone, and marble.

Key Responsibilities

• Provide exceptional customer service, responding to customer inquiries, and resolving issues in a timely and professional manner
• Develop a thorough understanding of blithequark's product set, including colors, styles, and features, and be able to describe these to customers
• Have a basic understanding of travertine, limestone, and marble, including their differences and uses
• Understand the sales process from start to finish, including closing sales face-to-face and over the phone
• Greet and assist customers, both in-person and over the phone, providing a positive and welcoming experience
• Write up customer orders using the Dancik system, ensuring accuracy and attention to detail
• Refer customers to Sales Representatives when available, ensuring seamless communication and follow-up
• Answer customer questions about products, prices, availability, product uses, and available options, providing expert knowledge and guidance
• Service existing accounts and obtain new accounts through direct referrals, out-bound or in-bound sales calls, and other sales strategies
• Be knowledgeable of blithequark's payment procedures, including payment terms, methods, and policies
• Understand blithequark's inventory, checking stock levels, and requesting reorders as necessary to ensure timely delivery of products
• Assist in the completion of customer files, including Client Information Sheets, Tax Exemption Certificates, Credit Card Authorizations, and Credit Applications
• Arrange pick-up schedules with operations and outside freight companies, ensuring efficient and timely delivery of products
• Coordinate customer material pick-ups with warehouse personnel, ensuring accurate and efficient processing
• Verify outgoing product counts, prepared by warehouse personnel, utilizing invoices to ensure accuracy and attention to detail
• Compare disputed merchandise with original requisitions and information from invoices, resolving discrepancies and issues in a fair and professional manner
• Keep records of customer interactions and transactions, recording details in Smartsheet, blithequark's CRM system
• Make recommendations for improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems and enhance customer satisfaction
• Refer unresolved customer grievances to designated departments for further investigation and resolution
• Resolve customer service or billing complaints, performing activities such as exchanging merchandise, refunding money, and/or adjusting bills after review with management
• Contact customers about billing issues, providing clear and concise communication and resolution
• Detect discrepancies on records or reports, investigating and resolving issues in a timely and professional manner
• Use computers and computer systems to set-up functions, enter data, or process information, ensuring accuracy and efficiency
• Observe, receive, and otherwise obtain information from all relevant sources, providing excellent customer service and support
• Compile, code, categorize, calculate, tabulate, audit, and verify information or data, ensuring accuracy and attention to detail
• Develop a constructive and cooperative working relationship with other blithequark employees, maintaining a positive and supportive team environment
• Develop specific goals and plans to prioritize, organize, and accomplish work, reviewing with supervisors and ensuring alignment with company objectives
• Attend regular CRS training meetings, dedicating yourself to continuous improvement and professional development
• Attend industry functions, representing blithequark and networking with professionals to enhance business relationships and opportunities
• Visit accounts not being serviced by Territory Managers, assisting with sampling and general customer service to ensure comprehensive support
• Be a team player, contributing to the success of blithequark and supporting colleagues in achieving company goals and objectives

Essential Qualifications

To be successful in this role, you will have:

• 3-5 years of experience in customer service or office management, preferably in the natural stone industry
• Well-organized and self-disciplined, with attention to detail and a strong focus on customer satisfaction
• Outstanding customer service skills, with the ability to communicate effectively and resolve issues in a professional manner
• Professional appearance and presentation skills, with the ability to represent blithequark in a positive and professional light
• Problem-solving skills, with the habit of being proactive and finding solutions to challenges and issues
• Excellent communication skills, both written and verbal, with the ability to communicate effectively with customers, colleagues, and management
• Team player, with the ability to work collaboratively and supportively with colleagues to achieve company goals and objectives
• Good computer skills, including MS Outlook, Word, and Excel, with the ability to learn and adapt to new systems and technologies

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Recent college graduates are encouraged to apply, with a strong focus on customer service, sales, or a related field
• Experience in the natural stone industry, with knowledge of travertine, limestone, and marble
• Knowledge of sales principles and practices, with the ability to close sales and meet sales targets
• Experience with CRM systems, such as Smartsheet, with the ability to learn and adapt to new systems and technologies

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, providing opportunities for professional development, training, and advancement. As a Customer Service Representative, you will have the opportunity to:

• Develop your skills and knowledge in customer service, sales, and the natural stone industry
• Advance your career, with opportunities for promotion and professional growth
• Work with a dynamic and supportive team, with a focus on collaboration and teamwork
• Participate in regular training and development programs, including CRS training meetings and industry functions
• Contribute to the success of blithequark, with a focus on customer satisfaction, sales growth, and company objectives

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment, with a focus on collaboration, teamwork, and customer satisfaction. Our company culture is built on the following values:

• A commitment to customer satisfaction, with a focus on providing exceptional service and support
• A supportive and collaborative team environment, with a focus on working together to achieve company goals and objectives
• A culture of continuous improvement, with a focus on learning, development, and professional growth
• A commitment to excellence, with a focus on quality, accuracy, and attention to detail

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• A competitive salary, with opportunities for advancement and professional growth
• Full health insurance benefits, after 90 days of employment
• 401(k) plan, with company matching contributions
• Employee discounts on all blithequark materials, with opportunities to purchase products at a discounted rate
• A dynamic and supportive work environment, with a focus on collaboration, teamwork, and customer satisfaction

Conclusion

If you are a motivated and customer-focused individual, with a passion for the natural stone industry, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will have the opportunity to develop your skills and knowledge, advance your career, and contribute to the success of a rapidly growing company. With a focus on customer satisfaction, sales growth, and company objectives, we are committed to providing a positive and supportive work environment, with opportunities for professional development and advancement. Apply today to join our dynamic team and take the first step in an exciting and rewarding career with blithequark!

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