Customer Service Representative

Brief Summary: The Customer Service Representative is often the first person a customer talks to at Bedrosians, and the last word on whether their order went the way it should. You'll handle inbound calls and messages from customers across every channel, with a focus on orders placed on Bedrosians.com and through our marketplace partners. You'll answer product questions before a purchase, then see each order through fulfillment, delivery, and any returns or claims. You'll also assist our retail partners' teams, such as The Home Depot and Lowe's, when they need answers on orders and products.

You aren't reading from a script. Customers call because tile and stone are significant, often once-in-a-decade purchases, and they want someone who knows the product and will follow through. When a call belongs with one of our 40+ showrooms, or with a trade customer's account representative, you hand it off cleanly and with full context, so every customer gets the right answer however they found us.

Essential Functions:

Customer Support (Phone, Email & Digital Channels)

1. Answer inbound calls and respond to email and case-queue inquiries from customers across all channels. Resolve each contact on the first touch whenever possible.
2. Answer questions on product availability, pricing, specifications, applications, limitations, and general installation guidance. Help customers choose the right product and quantity. Refer design and project consultations to the Sales & Design Advisor.
3. Place and change orders for bedrosians.com customers by phone, and assist with sample orders, coverage estimates, and checkout issues.
4. Explain shipping, delivery, return, and restocking policies clearly and consistently, and set realistic expectations at every step.

Order Care & Resolution

1. Review open e-commerce and marketplace orders every day to spot delays, backorders, payment holds, and exceptions. Act before they turn into customer or partner escalations.
2. Work with warehouse, fulfillment, and freight carriers to track shipments, schedule deliveries, and resolve damaged, short, or incorrect shipments.
3. Process returns, refunds, cancellations, and freight claims in line with company policy and each marketplace partner's requirements.
4. Handle escalated concerns calmly and professionally. Document each issue, own the resolution, and close the loop.

Partner, Trade & Showroom Coordination

1. Assist marketplace partner representatives, such as The Home Depot and Lowe's, with order status, ship dates, product questions, and exceptions. Respond within each partner's service-level requirements using their portals and vendor tools.
2. Help Bedrosians trade customers with immediate order questions, then transfer them to their associated showroom or account representative, who owns the trade relationship.
3. Route showroom and commercial inquiries to the right showroom or regional contact with full context, so no one has to repeat themselves.

Systems, Documentation & Continuous Improvement

1. Log every interaction in the CRM and order management systems accurately and completely.
2. Spot recurring issues such as product content gaps, shipping problems, and policy friction, and share them with the E-Commerce and Marketing teams to improve the customer experience.
3. Keep your knowledge of current and new product lines, promotions, and site features up to date.
4. Join team meetings and training sessions, and perform other duties as assigned.

How Success Is Measured

• First-contact resolution and customer satisfaction (CSAT)
• Response and resolution time against internal service levels and each marketplace partner's service levels
• Accuracy of order entry, documentation, and policy application
• Open-order exceptions resolved before a customer or partner escalates
• Clean handoffs to showrooms and account representatives, with full context and no dropped calls

Qualifications

Required

1. High school diploma or equivalent.
2. 2+ years of customer service experience in online retail or e-commerce. This includes handling inbound calls and written inquiries, managing orders, and resolving post-purchase issues such as delivery problems, returns, and refunds.
3. Clear, professional verbal and written communication in English, with strong phone presence.
4. Hands-on experience with HubSpot, Zendesk, Gorgias, or a similar CRM or help desk platform. You'll need to manage tickets, log interactions, and work cases through to resolution. You should be comfortable using it alongside an order management system and able to learn new platforms quickly. Proficient in Microsoft Office.
5. A proven record of de-escalating frustrated customers and resolving issues through to completion without close supervision.
6. Strong attention to detail, especially with order data, pricing, and policy.
7. Ability to manage a steady volume of calls and cases while keeping track of open follow-ups.
8. Sound judgment on when to resolve an issue directly and when to escalate, route, or transfer it.
9. A collaborative, dependable work style, with integrity and a customer-first mindset.

Preferred

1. Experience supporting retail or marketplace partners (The Home Depot, Lowe's, Amazon, Walmart, or similar), including vendor portals and partner service levels.
2. Experience with freight/LTL shipping, white-glove delivery, or carrier damage claims.
3. Experience selling or supporting high-consideration products, such as home improvement, furniture, or flooring, where customers need guidance before they buy.
4. Knowledge of tile, stone, or flooring products.
5. Bilingual in English and Spanish.

Work Environment:

Well-lit, heated and/or air-conditioned indoor office setting with adequate ventilation. Occasional trips to the branch warehouse area, which is well-lit, covered area with adequate ventilation.