Customer Service Representative

Mosaic Companies is seeking a Customer Service Representative to join our team in Miami, FL Location. This role supports customers by providing helpful information, answering questions, and responding to complaints promptly. This role supports our customers by providing information about an organization’s products and services.

DUTIES AND RESPONSIBILITIES:

• Provides excellent customer service to both internal and external customers by understanding and satisfying customers' requirements and exceeding their expectations.

• Build sustainable relationships of trust through open and interactive communication.

• Assists Management in promoting excellent customer service throughout the entire Company.

• Courteously handles inquiries from customers via telephone, email, letter, and face-to-face.

• Daily checks of PO and SO statuses and inventories via Syspro.

• Liaise with the rest of the Supply Chain team to meet or exceed the Order fill Rate (OFR) and On-Time Delivery (OTD) KPIs.

• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

• Partner with our warehouse management and developers to ensure requests are completed on time and professionally.

• Processing and follow up of Customer purchase orders and return authorization requests.

• Assists the Customer Service Manager in keeping and maintaining, in accordance with Opustone policies, accurate records of sales orders, product returns, and discussions or correspondence with customers.

• Discusses with the Customer Service Manager possible improvements to customer service.

• Takes the initiative to learn about products or services. Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

• Follow communication procedures, guidelines, and policies Performs other related duties as assigned by management.

QUALIFICATIONS:

• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.

• 2 or more years of experience in customer service or call centers

• Proficient in MS Office skills including Outlook, Excel, Word

• Knowledge of ERP Systems is beneficial but not mandatory

• Excellent English verbal and writing skills are mandatory

• Spanish as a second language beneficial

About Us

Mosaic Companies, LLC is a premier branded supplier of luxury wall and mosaic tiles, stone slabs, and various other surface materials. Mosaic reaches a broad market through value-added distributor relationships with big box, specialty retail, and other distributors, as well as through its Opustone and Walker Zanger showrooms across the United States. The company is rapidly expanding its influence in the niche market of specialized wall, mosaic, and slab materials. Mosaic is known for enriching its portfolio brands with diverse resources, fostering growth, and ensuring excellence. The firm is committed to investing in brands that provide top-quality products and services while upholding a strong dedication to customer satisfaction.

Mosaic Companies, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.