Customer Service Representative

Description

COMPANY OVERVIEW

Artisan Design Group – or ADG – is a leading supply chain partner to homebuilders throughout the United States. Over 3,000 ADG employees operating out of 135 facilities in 25 states provide a full range of design, procurement, and installation services along with products from the top manufacturers of flooring, cabinets, and countertops. Formed in 2016 by the merging of two industry leaders, ADG then acquired over 20 additional companies – each leader in the geography it serves. We are the premier interior finishings organization in the United States. Our expansive trajectory has been rapid, and we continue to experience explosive growth, thanks to our dedication to high quality work.

JOB SUMMARY

The Customer Service Representative plays a critical role in supporting customer satisfaction and operational efficiency by serving as a primary point of contact for customers, field teams, and vendors. This position is responsible for coordinating service-related activities, resolving customer concerns, and ensuring accurate and timely communication throughout the installation and service process.

Success in this role means customer requests are handled efficiently, service issues are resolved accurately, and coordination between customers, field teams, and internal departments supports timely project completion and a positive customer experience.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Serve as a primary point of contact for customers, field inspectors, vendors, and internal teams regarding service-related inquiries.
• Manage a high-volume caseload of customer requests, ensuring timely and professional communication and resolution.
• Support customers throughout the installation and service process, providing updates and guidance as needed.
• Review and process inspection reports to facilitate repairs and service resolutions.
• Coordinate and schedule service appointments to address customer concerns.
• Enter and maintain accurate data within internal systems (e.g., RFMS and ERP systems).
• Partner with internal teams to move jobs through the system and ensure accurate job setup and processing.
• Communicate with operations regarding product reselects and inventory impacts, including potential material returns.
• Identify, troubleshoot, and resolve customer service issues in a timely and professional manner.
• Assist with cycle count processes and support inventory accuracy efforts as needed.
• Analyze workflows and identify opportunities for process improvement and efficiency.
• Collaborate with leadership and cross-functional teams to support best practices and continuous improvement.
• Maintain organized records of customer interactions, service requests, and resolutions.
• Promote and support a safe, injury-free work environment.
• Other duties as assigned.
  
   

EDUCATION, EXPERIENCE & QUALIFICATIONS  

Required Qualifications:

• High school diploma or equivalent.
• Strong customer service and problem-solving skills.
• Effective written and verbal communication skills.
• Basic computer proficiency, including Microsoft Outlook and general office systems.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• High attention to detail in both written and verbal communication.
• Ability to work independently and collaboratively in a team environment.
• Must be legally authorized to work in the United States.

Preferred Qualifications:

• Prior experience in customer service, scheduling, or service coordination.
• Experience working with ERP or service management systems (e.g., RFMS).
• Experience supporting construction, flooring, or home services environments.
• Experience working in a high-volume, fast-paced environment.

PHYSICAL DEMANDS

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

• Lifting/Carrying: Occasionally lifts and/or moves items weighing up to 10 pounds.
• Mobility: Frequently required to remain in a stationary position and move throughout the office to access equipment and materials.
• Positioning: Occasionally required to bend, stoop, kneel, crouch, and reach with hands and arms.
• Manual Dexterity: Frequently operates a computer, phone, and other office equipment.
• Vision: Ability to read and interpret computer screens, documents, and customer information accurately.

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