Job Description

Job Title: Customer Service Representative

Location: Hialeah, FL

Class: Full-time

Responsibilities

• Provides excellent customer service to both internal and external customers by understanding and satisfying customers' requirements and exceeding their expectations.
• Build sustainable relationships of trust through open and interactive communication.
• Assists Management in promoting excellent customer service throughout the entire Company.
• Courteously handles enquiries from customers via telephone, email, letter, and face to face.
• Daily checks PO and SO statuses and inventories via Syspro.
• Liaise with the rest of the Supply Chain team to meet or exceed the Order fill Rate (OFR) and On-Time Delivery (OTD) KPI’s.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Partner with our warehouse management and developers to ensure requests are completed on time and professionally.
• Processing and follow up of Customer purchase orders, Return authorization requests.
• Assists the Customer Service Manager in keeping and maintaining, in accordance with Surfaces’ policies, accurate records of sales orders, product returns, and discussions or correspondence with customers.
• Discusses with the Customer Service Manager possible improvements to customer service.
• Takes the initiative to learn about products or services. Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Follow communication procedures, guidelines, and policies. Perform other related duties as assigned by management.

Qualifications

• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one year related experience and/or training, or equivalent combination of education and experience.
• Two or more years of experience in customer service or call centers
• Proficient in MS Office skills, including Outlook, Excel, and Word
• Knowledge of ERP Systems is beneficial but not mandatory
• Excellent English verbal and writing skills are mandatory
• Spanish as a second language is beneficial

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Mosaic Companies, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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