Customer Service Representative
Merola Tile Distributors of America, Monmouth Heights at Manalapan, NJ, United States
Provide excellent customer service by assisting and responding to all customer inquiries via phone, email, and live chat in a professional, friendly, and enthusiastic manner.
Answer incoming calls promptly and courteously.
Respond to all emails promptly, prioritizing timely resolution and addressing customer inquiries as quickly as possible.
Respond to live chat inquiries promptly with clear, accurate, and helpful information.
Manage a high volume of incoming calls while maintaining professionalism and efficiency in a fast‑paced environment.
Address and resolve customer complaints through to completion.
Order Processing & Coordination
Process customer orders received via fax, email, and EDI throughout the day.
Ensure orders are entered accurately and processed with urgency.
Maintain high standards of order accuracy and productivity, which are tracked as key performance indicators (KPIs).
Allocate orders and ensure customer purchase orders are fulfilled and shipped according to vendor guidelines and company standards.
Coordinate with internal departments to ensure orders are processed and shipped accurately and on time.
Process invoices, returns, and related documentation.
Problem Solving & Administrative Support
Accurately enter, update, and maintain customer and product information with strong attention to detail.
Prepare, organize, and file documents to ensure proper recordkeeping and data entry.
Monitor and manage communications and system activity across email, partner portals, EDI, ERP, and WMS systems.
Analyze customer concerns and identify appropriate solutions to resolve issues effectively.
Obtain approval from department supervisors or managers for material or monetary requests when required.
Team & Organizational Support
Interact professionally with customers visiting the front entrance and promptly notify the appropriate person of their arrival.
Answer and manage external phone calls and accurately transfer them to the appropriate person.
Follow all departmental and company policies, procedures, and operational guidelines.
Assist with training others as needed.
Perform additional administrative or operational duties as assigned by management.
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.
Initiative --Volunteers readily; undertakes self‑development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
Oral Communication --Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Attendance/Punctuality --Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
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.
Quality/Quantity --Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
Ethics --T treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Physical Requirements Regularly stand/sit for extended periods, operate office equipment, perform light‑moderate lifting, lift/move up to 35 lbs. occasionally, bend, twist, and maintain posture. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Qualifications and Education Requirements
Associated degree/BS, preferred
Experience with Microsoft applications (Word, Excel.)
Experience with ERP system, preferred.
Customer Service / Administrative experience
Prior experience working in an office setting
Outstanding verbal and written communication skills
Strong phone handling skills and practice active listening
Fast and accurate data entry skills, computer literate.
Patience, professionalism, and optimistic attitude
Ability to stay organized and to work in a fast‑paced, multi‑project environment.
Ability to prioritize and manage time effectively
Ability to work well in a team setting and maintain positive relationships.
Good analytical skills, be able to solve problems, is self‑motivated, and is able to work well with users and trading partners, preferred.
Additional Notes
Must be authorized to work in the United States.
Undergo background check
We stay true to our mission statement “Improving Homes. Improving Lives.” With our product we improve homes, but it is with our collective effort that we improve lives. Our
Fundamentals
describe the values, behaviors, principles, and practices that are the foundation of our unique workplace. It explains how we relate to each other, our clients, and even our suppliers. It’s who we are, and it’s what drives our extraordinary success. It’s our commitment to each other to improve our lives.
Merola Fundamentals | Merola Tile
Medical, Vision, and Dental Insurance
9 Annual Paid Holidays (including New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
Paid Time Off — earned and accrued from your first day with the company
401(k) Plan with company match (eligibility after 1 month)
Employer-Paid Life Insurance
Performance Reviews after 90 days and annually
Quarterly Company Goals — opportunity to earn up to 4 weeks of additional bonus pay annually
Employee Assistance Program (EAP)
Employee Referral Bonus Program
Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
Weekly Company Lunches
Company Culture Events — BBQs, Ugly Sweater Day, T‑shirt making, Halloween contests, and more
#J-18808-Ljbffr
Answer incoming calls promptly and courteously.
Respond to all emails promptly, prioritizing timely resolution and addressing customer inquiries as quickly as possible.
Respond to live chat inquiries promptly with clear, accurate, and helpful information.
Manage a high volume of incoming calls while maintaining professionalism and efficiency in a fast‑paced environment.
Address and resolve customer complaints through to completion.
Order Processing & Coordination
Process customer orders received via fax, email, and EDI throughout the day.
Ensure orders are entered accurately and processed with urgency.
Maintain high standards of order accuracy and productivity, which are tracked as key performance indicators (KPIs).
Allocate orders and ensure customer purchase orders are fulfilled and shipped according to vendor guidelines and company standards.
Coordinate with internal departments to ensure orders are processed and shipped accurately and on time.
Process invoices, returns, and related documentation.
Problem Solving & Administrative Support
Accurately enter, update, and maintain customer and product information with strong attention to detail.
Prepare, organize, and file documents to ensure proper recordkeeping and data entry.
Monitor and manage communications and system activity across email, partner portals, EDI, ERP, and WMS systems.
Analyze customer concerns and identify appropriate solutions to resolve issues effectively.
Obtain approval from department supervisors or managers for material or monetary requests when required.
Team & Organizational Support
Interact professionally with customers visiting the front entrance and promptly notify the appropriate person of their arrival.
Answer and manage external phone calls and accurately transfer them to the appropriate person.
Follow all departmental and company policies, procedures, and operational guidelines.
Assist with training others as needed.
Perform additional administrative or operational duties as assigned by management.
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.
Initiative --Volunteers readily; undertakes self‑development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
Oral Communication --Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Attendance/Punctuality --Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
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.
Quality/Quantity --Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
Ethics --T treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Physical Requirements Regularly stand/sit for extended periods, operate office equipment, perform light‑moderate lifting, lift/move up to 35 lbs. occasionally, bend, twist, and maintain posture. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Qualifications and Education Requirements
Associated degree/BS, preferred
Experience with Microsoft applications (Word, Excel.)
Experience with ERP system, preferred.
Customer Service / Administrative experience
Prior experience working in an office setting
Outstanding verbal and written communication skills
Strong phone handling skills and practice active listening
Fast and accurate data entry skills, computer literate.
Patience, professionalism, and optimistic attitude
Ability to stay organized and to work in a fast‑paced, multi‑project environment.
Ability to prioritize and manage time effectively
Ability to work well in a team setting and maintain positive relationships.
Good analytical skills, be able to solve problems, is self‑motivated, and is able to work well with users and trading partners, preferred.
Additional Notes
Must be authorized to work in the United States.
Undergo background check
We stay true to our mission statement “Improving Homes. Improving Lives.” With our product we improve homes, but it is with our collective effort that we improve lives. Our
Fundamentals
describe the values, behaviors, principles, and practices that are the foundation of our unique workplace. It explains how we relate to each other, our clients, and even our suppliers. It’s who we are, and it’s what drives our extraordinary success. It’s our commitment to each other to improve our lives.
Merola Fundamentals | Merola Tile
Medical, Vision, and Dental Insurance
9 Annual Paid Holidays (including New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
Paid Time Off — earned and accrued from your first day with the company
401(k) Plan with company match (eligibility after 1 month)
Employer-Paid Life Insurance
Performance Reviews after 90 days and annually
Quarterly Company Goals — opportunity to earn up to 4 weeks of additional bonus pay annually
Employee Assistance Program (EAP)
Employee Referral Bonus Program
Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
Weekly Company Lunches
Company Culture Events — BBQs, Ugly Sweater Day, T‑shirt making, Halloween contests, and more
#J-18808-Ljbffr