Customer Experience Representative

Virginia Tile Company; Grand Rapids (MI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical plan options (PPO/HSA)

Dental & Vision coverage

Disability insurance (short/long-term)

Pet insurance (optional)

Employee & friend/family discounts

401(k) with company match

Generous paid time off

Job summary

Virginia Tile Company is seeking a Customer Experience Representative to join our team in Grand Rapids, MI. You will support contractors, designers, retailers, and homeowners with product guidance, quotes, and seamless order processing.

You will engage in technical discussions, resolve issues promptly, and coordinate with the outside sales team to strengthen customer relationships. Prior wholesale/retail experience and strong MS Office skills are desired.

Qualifications

• Minimum 2–3 years in customer service, inside sales, or telesales.
• Experience in wholesale or retail sales principles helpful.
• Strong MS Office skills and ability to interpret technical info.

Responsibilities

• Understand customer needs through conversations, specs, or drawings and recommend tailored product solutions.
• Provide quotes, pricing, literature, samples, and technical product information.
• Process orders, arrange deliveries, and handle returns.
• Maintain and update customer accounts and order records.
• Identify upsell opportunities based on customer needs.
• Address inquiries about warranties, terms, promotions, and product availability.

Skills

Customer service

Inside sales

Telesales

Excel

Word

Outlook

Verbal/written comms

Detail oriented

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Virginia Tile Company - Where Creativity, Growth, and Customer Care Thrive

About Us

Virginia Tile Company is a leading wholesale distributor of premium tile products for residential and commercial applications. In select regions, we also offer resilient flooring and woodworking solutions. Established in 1928, we proudly serve 14 states-and we're still growing strong.

At Virginia Tile, we believe in 'Design That Shapes Living' and in building a culture centered on collaboration, innovation, and outstanding customer service. ? Learn more: virginiatile.com

Position Summary

As a Customer Experience Representative, you will be a key part of our customer experience team, providing knowledgeable support, expert product guidance, and seamless order processing. You'll interact with contractors, designers, retailers, and homeowners to ensure each customer has the best experience possible.

Key Responsibilities

• Understand customer needs through conversations, specs, or drawings, and recommend tailored product solutions
• Provide quotes, pricing, literature, samples, and technical product information
• Process customer orders, arrange deliveries, and handle returns
• Maintain and update customer account details and order records
• Identify and promote upsell opportunities based on customer needs
• Answer inquiries about warranties, terms of sale, promotions, and product availability
• Engage in technical discussions to ensure the right solutions are provided
• Address and resolve customer concerns or complaints quickly and professionally
• Coordinate with the outside sales team to support broader customer relationships
• Gather and relay customer feedback to improve services, products, and digital experiences
• Continuously seek ways to improve processes and enhance the customer experience
• Perform other duties as assigned

What You Bring

• High school diploma or GED required
• 2-3 years of experience in customer service, inside sales, or telesales
• Familiarity with wholesale or retail sales principles and customer interaction best practices
• Strong Microsoft Office skills, especially Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Ability to interpret technical documents and explain product features clearly
• Confident problem-solver with great attention to detail
• Highly organized, self-motivated, and capable of multitasking
• Proven ability to build long-term customer relationships
• Experience in a design, flooring, or tile-related industry is a plus

Why You’ll Love It Here

• Multiple affordable medical plan options (PPO & HSA)
• Dental and optional vision coverage
• Life, short-term, and long-term disability insurance
• Optional pet insurance
• Employee & friend/family discounts on tile products
• 401(k) plan with 3% company match
• Generous paid time off, sick days, and holiday policies
• Supportive, collaborative work culture that recognizes great performance

Come grow with Virginia Tile-where your work makes an impact, your ideas matter, and your success is celebrated.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.