Customer Relations Specialist – Cosentino North America – Coral Gables, FL

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

Would you like to be part of the world’s leading producer of building materials that inspire architectural and decorative solutions? Are you passionate about the distribution of products that inspire the life of many people?

We are looking for a Customer Relationships Specialist to join our Miami HQ location. You will join a company:

With an international mindset and presence in 80+ countries
With an amazing growth story, sustained by an extraordinary innovation with products such as Silestone®, Dekton® and Sensa by Cosentino®
In which you will be able to grow your career and develop your leadership skills

WHAT YOU WILL BE DOING

The Customer Relationships Specialist is responsible for service and support internal and external customers, with generic questions, product warranty, technical information and availability needs among others. Assist internal customers on process warranties and product claims inside SAP and Salesforce.

Duties:

Customer Care (external) Workload = 50%

· Provide caring customer service experience to customers, partners, and fabricators over the phone and via email, approaching every interaction with a clear goal in mind: drive customer satisfaction and brand loyalty.

· Provide technical and product information such as how to clean and maintain countertops, which surface is recommended for each application, where to buy, product availability, etc.

· Analyze and properly triage incoming cases to determine when they need to be escalated to our Quality team or other internal teams.

· Place outbound calls to prospects and potential customers, pre-qualifying them, while recommending products and fabricators with the goal of converting leads into customers.

· Be a Cosentino ambassador by continuously learning about our products and practices, industry tendencies time in the field and building beneficial relationships with Bankers and Accountants.

Customer Care (internal) Workload = 50%

· Process product claims: the task involves case analysis, documentation control, compliance with company established guidelines verification.

· Document and follow up warranty and product claims in Salesforce, following up until completion, issuing related documents as needed.

· Assisting internal and external stakeholders with claim and customer’s issues resolution keeping fluid and proactive communication with internal and external stakeholders on claim status and other items.

· Prepare ad-hoc reports as needed

Qualifications required:

· Analytical mindset with an ability to understand inquiries, business processes, use cases, and workflows as they relate to the tasks assigned as well as determine cause and effect of customer’s issues,

· Excellent verbal and written communication and interpersonal skills, both written and verbal, with ability to clearly articulate technical issues, resolutions, and workarounds to non-technical customer.

· Positive and collaborative attitude is a must. Ability to work collaboratively and independently within a team and across various internal teams as someone who is responsible and dependable.

· Detail-oriented with strong organizational and time management skills.

· Proactively propose solutions and/or alternatives to pending issues, as well as process improvement

· Flexibility and adaptability to thrive in a fast-growing, fast-changing environment

WHAT WE ARE LOOKING FOR

EXPERIENCE

Required 2 years.

Desired 4 to 5 years.

EDUCATION

Required High School Diploma

Desired DegreeinSchool ofCommunications or Business management

KNOWLEDGE

Required

· English Proficient both Oral and Written

· Ability to handle multiple task and projects daily

Desired

· Logistics / International Trade.

· SAP

· Spanish

SKILLS

Required

· Salesforce

· SAP

· Word

· Excel

· PowerPoint

· Access

PREFERRED BEHAVIORS

Required

· Ability to handle multiple task and projects daily

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ABOUT COSENTINO

Cosentino, the world’s leading producer of Silestone quartz surfaces, is a family-owned business. It focuses on the design, production and distribution of architectural and decorative solutions made from natural stone. It creates and defines leading products that are designed to provide innovative and functional solutions for the home and public spaces under the criteria of careful design, innovation and environmental respect. The group based its development on international expansion and an innovative research program, which enables it to use the most advanced technology to obtain new materials. Cosentino’s activity covers the entire natural stone manufacturing process, from extraction and processing to the installation of quartz surfaces, such as kitchen and bathroom worktops, cladding and other products.

Cosentino is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Cosentino is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cosentino are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Cosentino will not tolerate discrimination or harassment based on any of these characteristics.”

Job Types: Full-time, Contract

Benefits: