Why CALI Floors? Our culture is employee-centric! We know our people are what makes CALI Floors successful. Not only do we value our employees' feedback and ideas, we ask for it regularly. We value a healthy work/life balance, offer a hybrid work environment and, for days our employees are in the office, we have snacks and refreshments covered! Our employees enjoy great benefits in a culture which promotes innovation, development, teamwork and authenticity.
CALI is one of the fastest-growing flooring leaders with some of the best, most innovative, high-quality, and eco-conscious flooring and building products in the industry. We were recognized on INC 5000 and San Diego Business Journals' fastest-growing companies and named a top place to work! We rely on the efficiency, effectiveness, and supportive environment of our teams to ensure our continued growth while making a difference in the future of our planet. The growth in our business has created an opportunity for a new role supporting the CALI Home Centers team.
Position Summary: The B2B Order Experience role will partner with Territory Managers-Dealer and Management to work directly with customers and the order experience. This role will serve as the point of contact for fielding questions to facilitate orders. This role will enhance the customer order experience by managing the end-to-end order process, ensuring accuracy, efficiency, and exceptional customer service.
Order Management
- Order Processing: Accurately process customer orders in a timely manner, ensuring all details are correct.
- Serve as point of contact for the order entry for the Dealer team- Monitor the status of order from placement to delivery, providing customers updates as needed.
- Answer general install and all Cali products and customer service related questions.
- Review and audit the Dealer accounts and ensure accuracy and ensuring accounts are updated
- Assist in ordering process by being available via phone, fax, or email for stores seeking to place orders, checking stock and prices for stores as requested.
- Inventory Coordination: Coordinate with the inventory and support territory managers to help troubleshoot identifying any issues and finding solutions to ensure product availability, timely fulfillment and problem solve fulfilling available orders.
- Regularly review Dealer orders to ensure they are accurate and correct (ensuring the orders have been fulfilled, paid, shipped and trouble shoot anything pending.
- Create, collaborate with the CS team ensuring stores are properly assisted and supported through resolution of case management.
Customer Service Support
- Provide additional Customer Service Support.
- Input and log customer cases for the CS, Dealer and Accounting teams.
- Issue Resolution: Address and resolve any order-related issues, such as delays, discrepancies, or returns, promptly and professionally.
Process Improvement & Operational development:
- Workflow Optimization: Identify and implement improvements to the order processing workflow to increase efficiency and reduce errors.
- System Integration: Work with IT and other departments to integrate and optimize order management systems.
- Training and Development: Provide ongoing training for team members on CALI best practices and new processes related to order management, placement for Dealer team and True Value and ACE)
- Support the Philippines team with orders and questions
- Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in the order experience.
Additional Duties:
- Support projects around the office (example: shipping flooring or samples for Territory Managers)
- Answer order desk phone calls
- Help with Canada orders & commercial invoices
Qualifications:
- Experience: High School diploma with minimum of 2 years of experience in order management, customer service, or a related field.
- Skills: Strong organizational, communication, and problem-solving skills. Proficiency with order management systems and customer service software.
- Experience in sales, customer service or account representative preferred
- Strong interpersonal, written and verbal communication skills
- Excellent organizational and time management skills
- Goal-driven with the ability to work under pressure
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Work will be performed on laptop/computer primarily in an office environment. Some travel may be required. The position will require long hours on a computer keyboard and monitor with prolonged periods of standing and/or walking and/or sitting. Physical requirements include standing for long periods of time, walking, squatting, twisting, bending, reaching, and lifting, pushing, and lifting between 10-50lbs regularly.
Equal Employment Opportunity
CALI strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. CALI is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Under the Fair Chance Act, we will consider qualified applicants with arrest and conviction records for employment. If you have a disability or special need that requires accommodation, please let us know.
Hiring Practices
Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. CALI recruitment policies are designed to place the most highly qualified people available in a timely and efficient manner. CALI may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.