TOP Customer Care Representative

Join Tarkett a global leader in innovation flooring solutions and sports surfaces. We believe our entrepreneurial culture is what differentiates us from the competition. So if youve got what it takes we invite you to CHANGE THE GAME WITH US!

CUSTOMER CARE REPRESENTATIVE ONE POINT OF CONTACT

The One Point of Contact Customer Care Representative will be responsible for creating and managing the order to cash process for key annuity customers ordering across Tarketts portfolio of products. This individual will deliver the best possible customer experience by managing requested delivery dates in order to meet project timelines and effective solutioning.

Key Responsibilities:

• Create edit and update Standard Operating Procedures (SOPs) to align with current processes and standards.
• Ensure that SOPs meet all regulatory quality and safety standards relevant to the industry.
• Develop training materials and reference guides based on SOPs to support employee onboarding and ongoing training.
• Process and manage all customer orders received by: EDI telephone fax email and mail through order entry systems (SAP Web Portals) efficiently and error free.
• Resolve customer inquiries including (but not limited to) order status product information order processing account status sales programs as well as assist with product line knowledge.
• Support Procurement in theidentification ofproper source of supply.
• Manage and resolve complex order inquiries complaints and escalated issues in a timely and effective manner.
• Provide exceptional customer support and follow-up through various channels including phone email and chat.
• Develop and maintain as required knowledge of thetotal portfolio of TNA Tarkett Commercial & Residential products services and policies.
• Collaborate with other departments (e.g. Sales Product Management Operations Planning Procurement) to escalate and resolve issues requiring cross-functional input.
• Identify recurring issues or trends and propose solutions or process improvements to enhance customer experience.
• Manage CTQ Inputs and KPIs for True One Point of Contact process.
• All other duties as assigned

Qualifications:

• 5 Years Experience in Customer Service
• High school diploma or general education degree (GED); AA or BA degree preferred
• Strong analytical skills to assess processes and suggest improvements.
• Excellent written and verbal communication skills with an ability to simplify complex processes.
• Proficient in Microsoft Office Word Powerpoint and Outlook
• Proficient in SAP Customer Service and Materials Management Modules
• Proficient in CRM
• Ability to work effectively with cross-functional departments including but not limited to Pricing Sales Administration Logistics Finance Quality Marketing and Sales Force.
• Attention to detail organizational skills and the ability to manage multiple projects simultaneously.
• Positive and energetic attitude. Embraces change.
• Excellent interpersonal and communication skills Email Phone and Chat etiquette.
• Proven track record of demonstrating problem-solving techniques to resolve advanced customer issues.
• Strong critical thinking and problem resolution skills.
• Strong customer orientation.

Preferred Qualifications:

• Experience with process improvement methodologies (e.g. Lean Six Sigma).
• Proficient in Microsoft Excel and Visio

What We Offer

• A commitment that Safety is #1

• Competitive benefits pay and retirement plan options!

• Career growth stability and flexible work arrangements.

Responsible Manufacturing Protecting Our Planet for the Future

• We utilize renewable energy and a closed loop recycled water process.

• We are committed to reducing greenhouse emissions and water consumption.

• We are the only flooring company recognized by the Asthma and Allergy foundation.

Who we are:

With a history of 140 years Tarkett is a worldwide leader in innovative flooring and sport surface solutions with 12000 employees and 34 industrial sites. Offering a wide range of products including vinyl linoleum rubber carpet wood laminate artificial turf and athletic tracks. The Group serves customers in more than 100 countries across the globe.

Committed to change the game with circular economy and to reducing its carbon footprint the Group has implemented an eco-innovation strategy based on Cradle to Cradle principles fully aligned with its Tarkett Human-Conscious Design approach.

Tarkett is listed on Euronext (Compartment B ISIN FR000ticker: TKTT).

Tarkett is an equal opportunity employer. We value diversity in backgrounds and in experiences and promote an inclusive workplace where all employees can perform at their best.