CUSTOMER SERVICE REPRESENTATIVE

Wonder Porcelain Group; Lebanon (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Wonder Porcelain Group in Lebanon, TN is seeking a Customer Service Representative to join our team full-time. You will handle orders via phone, email, or ERP, confirm availability and pricing, and coordinate with logistics for on-time delivery.

The role requires at least a high school diploma and 1 year in customer service in building materials; familiarity with ERP/CRM; strong communication and multitasking; Spanish bilingual is a plus. Office-based with occasional overtime.

Qualifications

• Minimum 1 year of customer service experience (tile or construction materials preferred).
• Ability to read product specification sheets and understand basic technical terminology.
• Strong communication, organizational, and multitasking skills.
• Familiarity with ERP and CRM software.
• Bilingual in Spanish is a plus.

Responsibilities

• Process customer orders via phone, email, or ERP system.
• Verify product availability, pricing, and delivery timelines.
• Coordinate with logistics and warehouse teams for timely delivery.
• Provide product and technical support, including tile specs and installation guidance.
• Handle inquiries on product types, finishes, grades, and usage.
• Address order discrepancies, delivery issues, and damage claims.
• Initiate RMAs and coordinate replacements or credits.
• Maintain accurate records of orders and communications.
• Generate invoices and shipping documents as needed.
• Process tile samples requests and provide brochures.
• Support sales reps with availability and order updates.
• Develop relationships with dealers, designers, contractors, and retailers.
• Follow up to ensure satisfaction and repeat business.
• Ensure processes follow company policy and tile industry standards.
• Stay informed on products, SKUs, and launches.

Skills

Customer service

Communication

Multitasking

Team player

Problem-solving

Education

High school diploma or equivalent

Associate’s or Bachelor’s preferred

Tools

ERP systems

CRM tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

CUSTOMER SERVICE REPRESENTATIVE

Full Time Lebanon, TN, US

Key Responsibilities

• Accurately process customer orders through phone, email, or ERP system.
• Verify product availability, pricing, and estimated delivery timelines.
• Coordinate with logistics and warehouse teams to ensure timely delivery.
• Product & Technical Support
• Provide customers with ceramic tile specifications, application guidance, and installation recommendations.
• Handle inquiries related to product types, finishes, grades, and usage (e.g., kitchen, wall, floor).
• Customer Inquiry & Issue Resolution
• Address order discrepancies, delivery issues, damage claims, and product complaints professionally.
• Initiate return material authorizations (RMAs) and coordinate replacement shipments or credit memos.
• Maintain accurate and up-to-date records of orders, communications, and issue resolutions.
• Generate and distribute order confirmations, invoices, and shipping documents when needed.
• Process and track requests for tile samples, swatch boards, and brochures.
• Support sales representatives with product availability and order updates.
• Develop strong relationships with dealers, designers, contractors, and retail partners.
• Conduct follow-ups to ensure satisfaction and encourage repeat business.
• Compliance & Best Practices
• Ensure all customer service processes follow company policy and tile industry standards.
• Stay informed on current products, discontinued SKUs, and new launches.

Qualifications

• High school diploma or equivalent (Associate’s or Bachelor’s preferred).
• Minimum 1 year of customer service experience (tile or construction materials industry preferred).
• Familiarity with ERP systems (e.g., IFS, SAP, Oracle, NetSuite) and CRM tools.
• Strong communication, organizational, and multitasking skills.
• Ability to read product specification sheets and understand basic technical terminology.
• Team player with a proactive and problem-solving attitude.
• Bilingual in Spanish is a plus.

Working Conditions

• Office-based with potential warehouse or showroom visits.
• Monday–Friday work schedule, with occasional overtime during peak seasons.
• Must be able to sit for extended periods and communicate clearly over the phone.