Customer Service Representative

Customer Service Representative Location:San Jose, CA Headquarters Job Type:Full-Time Pay Range:$19.00 – $22.00/hour Company Overview: Galleher Duffyrepresents the exciting unification of three iconic flooring distribution companies:Galleher, Tom Duffy, and Trinity Hardwood. This merger creates a single, best-in-class brand, combining decades of expertise in hardwood flooring, industry-leading installation supplies, and comprehensive product offerings—sub-floor to surface solutions. We're seeking passionate and dedicated individuals to join us as we embark on this transformative journey. As part of our team, you’ll help streamline operations, enhance customer experiences, and deliver premium products and services across the flooring industry. Position Overview: We are currently seeking aCustomer Service Representativeto join our team at ourSan Jose headquarters. As the first point of contact for customers, this role is key in providing outstanding service and technical support. You will handle inquiries, process orders, resolve issues, and coordinate with internal teams to deliver an exceptional customer experience. Key Responsibilities: • Make all outgoing calls using GalleherDuffy guidelines • Answer all incoming calls using GalleherDuffy guidelines. • Input all transactional information efficiently, accurately and according to GalleherDuffy guidelines • Transfer all calls accurately and efficiently. • Effectively escalate internal and external contacts when appropriate and according to GalleherDuffy guidelines • Works with Credit Department • Assists and works closely with outside sales personnel • Performs Daily closing functions and reports • Works on “Open Order Reports” • Completes Shipping Daily Tickets when needed • Communicate with customers via phone, email, and in person. • Promptly respond to inquiries and resolve complaints or concerns. • Process customer orders, returns, and special requests. • Direct unresolved issues to appropriate internal resources. • Collaborate with departments to fulfill customer needs. • Recommend products and configurations based on customer requirements. • Provide quotes, literature, samples, pricing, and support. • Promote sales, special promotions, and product launches. • Maintain current knowledge of products, warranties, and sales terms. • Support outside sales by identifying leads and opportunities. • Log customer interactions and maintain detailed records. • Suggest process improvements based on customer feedback. • Perform other job-related duties as assigned. Qualifications: • High school diploma or GED required. • 6-month previous incoming call handing experience preferably using an ACD. • 6-month previous outbound call experience preferably using a dialer or CRM package. • Proficient typing/keyboard skills (minimum 50 wpm). • Proficient Microsoft Word and Excel skills. • Strong verbal and written communication skills. • Ability to relate to all levels of staff and management. • Well organized. • Excellent customer service and problem-solving abilities. • Ability to read and interpret documents and technical specifications. • Detail-oriented, self-motivated, and able to multitask effectively. • Experience in the flooring industry is a plus, but not required. Working Conditions: • Monday – Friday, 40 hours per week, with overtime as needed. • Occasional exposure to airborne particles and outdoor weather. • Moderate noise typical of an office environment. Physical Requirements: • Frequent use of phone, desk, and computer. • Occasionally lift and/or move up to 50 pounds. • Frequent sitting, standing, walking, reaching, stooping, kneeling, and crouching. • Visual requirements include close vision and color perception. Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee assistance program (EAP) • Flexible spending account (FSA) • Health insurance • Paid time off (PTO) • Referral program • Vision insurance Job Type: Full-time Pay: $19.00 - $22.00 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Referral program • Vision insurance Work Location: In person