CUSTOMER SERVICE REPRESENTATIVE

ADP, Inc.; Lebanon (TN); On-site; USD 35,000 - 52,000; Full time

Job summary

ADP, Inc. in Lebanon, TN is seeking a Customer Service Representative to process orders via phone, email, or ERP systems, verify availability and delivery timelines, and coordinate with logistics for on-time delivery.

The role requires strong communication, organizational, and multitasking skills, with a background in tile or construction materials preferred. Bilingual Spanish is a plus; office-based with occasional showroom visits.

Qualifications

• High school diploma or equivalent required; higher degree preferred.
• 1 year of customer service experience in tile or construction materials is preferred.
• Familiarity with ERP systems (IFS, SAP, Oracle, NetSuite) and CRM tools.
• Strong communication, organization, and multitasking skills; reading product specs is a plus.

Responsibilities

• Process orders via phone, email, or ERP system accurately.
• Verify product availability, pricing, and estimated delivery timelines.
• Coordinate with logistics and warehouse teams to ensure timely delivery.
• Provide product specifications, installation guidance, and support to customers.
• Handle inquiries about product types, finishes, grades, and usage; resolve issues professionally.
• Initiate RMAs and coordinate replacements or credits.
• Maintain records of orders and communications; generate invoices and shipping docs when needed.
• Support sales reps with product availability and order updates.
• Develop relationships with dealers, designers, contractors, and retailers; follow up to encourage repeat business.
• Ensure all processes comply with company policy and tile industry standards.

Skills

Customer service

Communication

Organizational skills

Multitasking

Product specs reading

Problem solving

Spanish language

Team player

Education

High school diploma

Associate's or Bachelor's preferred

Tools

IFS

SAP

Oracle

NetSuite

Salesforce (CRM)

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

2 days ago Requisition ID: 1046

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.