Customer Service Agent (Stone & Tile Industry)

Company Description
Charm is a GTM agency that works with clients in numerous industries and assists them by building and managing Customer Service, Sales, and Marketing teams. With more than 5 years of experience, Charm has established itself as an essential element of over 100 unique companies.

Job Summary
We are looking for a customer-focused, energetic, and intuitive Customer Support Agent to help deliver an exceptional customer experience. This person will manage inbound phone calls, respond to customer email s, and handle help desk tickets with urgency, professionalism, and care. This client is in the Stone & Tile industry and works with numerous vendors, so experience working in a similar industry/space will differentiate you from the crowd.

This is primarily a customer support role, but the right person should also have the awareness and confidence to recognize sales opportunities, recommend helpful products or solutions, and support upselling when it genuinely benefits the customer. Sales is not the main function of the role, but the ability to contribute to revenue through strong customer interaction is an important advantage.

Responsibilities

• Email and phone support
• Manage and resolve help desk tickets with strong follow-through
• Answer questions about vendor
• Stock/inventory checks
• Creating and processing POs
• Coordinate with internal teams to ensure customer needs are handled accurately
• Recognize sales and upsell opportunities when appropriate by listening closely to customer needs, recommending relevant products or solutions, and helping support the sales process when there is a natural fit
• Communicate opportunities and challenges with AM/Sales team
• Willingness to provide feedback around systems and experience
• Build out SOP library with team

Requirements

• Attention to detail is very key for this role
• Ideal experience with NetSuite, HubSpot, and Shopify
• Comfortable communicating with internal teams and providing feedback proactively
• Not afraid to ask questions or for help when needed
• Positive, intuitive, and solution-oriented mindset
• Fun and upbeat personality
• Strong work ethic
• Customer-focused in every interaction

If you're interested in this role, apply here: charm-ats.vercel.app/careers/cmtaemesf0001jr04p9uj5o7k