Customer Service Representative

About Company:

Founded in 1999, UGM Surfaces is one of the most successful natural stone and engineered surface suppliers in the United States. UGM currently boasts over 600,000 square feet of stone gallery and showroom space, with locations in Chicago IL, Detroit MI, Cleveland OH, Milwaukee WI, St. Louis MO, Omaha NE, and Minneapolis MN. UGM specializes in providing the highest quality and largest selection of stone products to meet the needs of builders, contractors, fabricators, retailers, architects, interior designers, and tile distributors from around the United States.

About the Role:

The Customer Service Representative plays a crucial role in ensuring customer satisfaction and loyalty within the retail trade industry. This position involves addressing customer inquiries, resolving issues, and providing information about products and services. The representative will be the first point of contact for customers, making it essential to create a positive and welcoming experience. By effectively managing customer accounts and processing orders, the representative contributes to the overall efficiency of the business. Ultimately, the goal is to enhance customer relationships and drive repeat business through exceptional service.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably in a retail environment.

Preferred Qualifications:

• Experience with customer relationship management (CRM) software.
• Additional training or certification in customer service or communication.

Responsibilities:

• Respond to customer inquiries via telephone and email in a timely and professional manner.
• Resolve customer issues and complaints by identifying the root cause and providing effective solutions.
• Process customer orders accurately and efficiently, ensuring all details are captured correctly.
• Maintain up-to-date knowledge of products and services to provide accurate information to customers.
• Document customer interactions and feedback to improve service delivery and customer satisfaction.

Skills:

The required skills are essential for navigating the fast-paced environment of retail customer service. Verbal and written communication skills are utilized daily to interact with customers and document their inquiries. Problem resolution skills are critical for addressing and resolving customer complaints effectively, ensuring a positive experience. A positive attitude is necessary to foster a welcoming atmosphere, encouraging customers to return. Additionally, the ability to manage customer accounts and process orders accurately contributes to the overall efficiency and success of the team.