Customer Service Representative

Surfaces is seeking a Customer Service Representative to join our team in Hialeah, FL. This role supports customers by providing helpful information, answering questions, and responding to complaints in a timely manner.

This role supports our customers by providing information about an organization’s products and services.

DUTIES AND 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 company.
• Courteously handles enquiries from customers via telephone, email, letter, and face-to-face.
• Daily checks of 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) KPIs.
• 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 in a professional manner.
• Processing and follow up on Customer purchase orders and 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 possible improvements to customer service with the customer service manager.
• 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 Performs other related duties as assigned by management.

QUALIFICATIONS :

• Associate's 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.
• 2 or more years of experience in customer service or call centers
• Proficient in MS Office skills including Outlook, Excel, 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

COMPETENCIES :

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics;

Upholds organizational values.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation;

Able to deal with frequent change, delays, or unexpected events.

Attendance / Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent;

Arrives at meetings and appointments on time.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition;

Aligns work with strategic goals.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments;

Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting;

Keeps emotions under control; Remains open to others' ideas and tries new things.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions;

Includes appropriate people in decision-making process; Makes timely decisions.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others;

Accepts feedback from others; Gives appropriate recognition to others.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence;

Takes calculated risks to accomplish goals.

Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;

Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;

Accepts responsibility for own actions; Follows through on commitments.

Safety and Security - Observe safety and security procedures; Determine appropriate action beyond guidelines; Report potentially unsafe conditions;

Use equipment and materials properly.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback;
• Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives;

Supports everyone's efforts to succeed.

About Mosaic Companies, LLC :

Founded in 2019, Mosaic Companies, LLC represents a strategic alliance between entrepreneur Albert Claramonte, the visionary behind Surfaces and the pioneer of the US glass mosaic tile industry, and the Baupost Group - a premier Boston-based investment firm renowned for its collaborations with family and founder-led ventures.

Mosaic Companies champions a leading omnichannel approach in the specialty wall, mosaic, and slab sectors. We empower our portfolio of companies with an abundance of resources, ensuring they flourish and excel.

Our investments center on brands marked by quality, innovation, and an unwavering commitment to customer excellence.

Mosaic Companies, LLC is an Equal Opportunity and Affirmative Action 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.