Company Overview: Frama-Tech LLC is a commercial seller of specialty materials (primary product line is edgebanding) utilized by the cabinetmaking, commercial millwork, store fixtures, kitchen, bath, and closet industries. FTL operates three distribution and sales facilities located in Compton, California (Los Angeles), Arlington, Texas (Dallas – Fort Worth), and Chicago, IL.
Job Title: Customer Service Representative
Location: Arlington, TX
Working Hours: 8:30 AM - 5:00 PM, Monday through Friday
Job Summary:
The Customer Service Representative is responsible for providing exceptional customer service to clients, assisting them in product selection, order processing, and addressing inquiries or concerns. This role is crucial in maintaining positive customer relationships and supporting the overall operations of the building products distributor.
Key Responsibilities:
Customer Assistance
Greet customers and assist them with inquiries in person, over the phone, or through email.
Provide product information, pricing, and availability to customers.
Help customers make informed product selections based on their needs and preferences.
Order Processing
Accurately process customer orders, ensuring correct product, quantity, and pricing.
Coordinate with warehouse and logistics teams to ensure timely delivery.
Handle returns, exchanges, and warranty claims as necessary.
Problem Resolution
Address customer complaints, concerns, or issues promptly and professionally.
Investigate and resolve product or service-related problems in a timely manner.
Collaborate with other departments to resolve complex customer issues.
Product Knowledge
Maintain up-to-date knowledge of the distributor's product catalog.
Stay informed about industry trends, new products, and their applications.
Administrative Tasks
Maintain accurate customer records and order histories.
Process and document customer payments and financial transactions.
Generate reports as required by management.
Communication
Communicate effectively with customers, colleagues, and management.
Collaborate with the sales team to promote upselling and cross-selling opportunities.
Customer Satisfaction
Monitor and assess customer satisfaction levels through feedback and surveys.
Implement improvements to enhance the overall customer experience.
Qualifications
Previous Customer Service Experience: Proven experience in a customer service or related role is highly valued. Candidates should have a track record of successfully handling customer inquiries, resolving issues, and providing exceptional service. Experience in the building products or construction industry is a significant advantage.
Excellent Communication Skills: Strong verbal and written communication skills are essential for effective interaction with customers, colleagues, and other departments. CSR should be able to convey information clearly and professionally.
Computer Proficiency: Proficiency in using computer applications, including CRM (Customer Relationship Management) software, Microsoft Office Suite (Word, Excel, Outlook), and other relevant tools is important for managing customer records and processing orders efficiently.
Problem-Solving Abilities: A successful CSR should have strong problem-solving skills to address customer concerns, find solutions, and escalate issues when necessary. The ability to think on your feet and make decisions quickly is valuable.
Multitasking Skills: In a fast-paced environment, multitasking is crucial. CSR should be adept at managing multiple customer inquiries and tasks simultaneously, all while maintaining accuracy and efficiency.
Product Knowledge: Familiarity with building products, construction materials, or related industry terminology is advantageous. Product knowledge helps in assisting customers effectively and making product recommendations.
Attention to Detail: Precision in order processing, maintaining records, and ensuring accuracy in customer information is essential to avoid errors and customer dissatisfaction.
Team Player: Collaboration with colleagues from various departments, such as sales and logistics, is often required. A CSR should be a team player who can work harmoniously with others to achieve common goals.
Adaptability: The building products industry may undergo changes in products and processes. A CSR
should be adaptable and willing to learn about new products, technologies, and industry trends.
Customer-Centric Attitude: Dedication to providing exceptional customer service and ensuring customer
satisfaction should be at the core of the CSR's approach to the job.
Why Work for Us
Frama-Tech LLC is a dynamic and growing company. We offer a competitive salary and benefits package,
including health insurance, retirement plans, and paid time off. We also provide opportunities for
professional development and advancement within the company.
If you are a motivated HR professional with a passion for recruiting, communications, and payroll, we
encourage you to apply for this exciting opportunity. We look forward to hearing from you!
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person