Customer Service Representative I

Company Statement

Headquartered in Suwanee, GA, Pearlman Group, is a multi-channel developer and distributor of specialty supplies, tools, and equipment used in the fabrication, maintenance, cleaning, and restoration of surfaces for residential, commercial, and industrial end-markets. The Company’s products include an extensive offering of proprietary, exclusive, and nationally branded products with over 18,000 SKUs across multiple price points and applications.

Job Purpose / Summary:

The Customer Service Representative I (CSR I) is a customer-facing role. This role is responsible for providing service and support to both internal and external customers. The CSR I works within the Sales organization and maintains SLA (service level agreement) via telephone, email, or fax. In this role associates will respond to customer inquiries, support new customer onboarding initiatives, and provide additional support on projects related to Inside & Field Sales as well as marketing-related campaigns. The CSR I is also responsible for Order Entry for all customers not included in the Inside Sales Book of Business. Other duties may include processing the incoming mail, freight quotes, new customer setup, credits and RMAs.

Essential Duties & Responsibilities:

The Customer Service Representative I will be responsible for the following, but not limited to:

• Professionally handles request via telephone, Web inquiries, E-mail, or fax.
• Become proficient with ERP (P21) for customer orders, returns, credits and inquiries.
• Maintains SLA (service level agreement) and response time for phone and email queues
• Ensures issues with Orders (RGA’s), Quotes, General Questions and New Orders are handled both promptly, thoroughly, and accurately.
• Maintains customer communication records through various tools (CRM, Excel, P21) to record customer interactions.
• Problem solves with warehouses regarding short shipment, replacements, tracking, or other special projects as needed.
• Works closely with accounting for customer billing discrepancies and credit hold releases.
• When necessary, supporting projects such as marketing campaigns, data clean-up, and system updates.

Qualifications & Education Requirements:

To perform the job successfully, an individual must have the following:

• Minimum 2 years of order entry with a fast-paced organization
• Two years in a customer service role handling phone & email request
• Experience with ERP and/or CRM applications (SAP, P21, Salesforce, MS Dynamics)
• 1 years in the stone fabrication/concrete industry preferred
• Have extensive verbal communication required for customer interaction (multi-lingual preferred)
• Must be able to pass pre-employment drug screening and background check.

Travel Required:

• 0% Travel

Working Conditions / Physical Demands:

• Normal office environment: no adverse environmental conditions expected.
• Utilize a computer and other tools for administrative support.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.
• Remain in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Light work that includes moving objects up to 20 pounds, on occasion.

We are an equal-opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit, and business need.