Hybrid Inside Sales and Customer Support Rep (39497)

Hybrid Inside Sales and Customer Support Representative

Emser Tile LLC

Emser Tile LLC, a national leader in high-quality ceramic tile and natural stone distribution, is seeking a dynamic Hybrid Inside Sales and Customer Support Representative. This role combines the essential functions of customer service and sales, supporting both the Branch Operations team and driving contractor business within the branch. The ideal candidate will thrive in a fast-paced environment, demonstrate product expertise, and deliver outstanding customer experiences while actively contributing to sales growth.

• Serve as the primary point of contact for clients, providing front-line customer service and representing Emser Tile with professionalism and expertise.
• Drive contractor business by delivering high-level customer service, product knowledge, and effective selling skills.
• Greet and assist walk-in customers and callers, resolve needs, and build relationships with regular and new clients.
• Enter and verify orders and account information into the JDE system; manage account activities by prioritizing sales opportunities.
• Provide accurate information and expert advice, leveraging internal resources for installation processes and warranty resolution.
• Monitor and build branch sales by identifying customer needs and recommending products, special offers, or loyalty programs.
• Make outbound calls to existing and prospective customers to reactivate and activate accounts to grow sales.
• Promote the Emser brand identity, competitive differentiation, and product philosophy to customers and prospects.
• Document and track customer feedback, communicating insights to Emser leadership to support continuous improvement.
• Assist with sample design, creation, and set-up; provide samples to trade accounts and walk-in clientele as needed.
• Partner with management in weekly sales meetings to set goals and balance account management activities.
• Participate in inventory management, including cycle counts, pricing, margin analysis, and sample display maintenance.
• Support occasional warehouse transitions and driving tasks for client appointments or company meetings.
• Uphold Branch customer service standards, including prompt phone answering and maintaining a friendly environment.
• Commit to learning, living, and promoting Emser Tile culture and values.

• 3+ years of combined sales and customer-facing experience, preferably in building, construction, or design industries.
• Strong communication skills (written and verbal) at all organizational levels and with customers.
• Ability to build and maintain relationships with contractors, designers, builders, and trade professionals.
• Proficiency in inventory management, sales metrics, cycle counts, and basic math functions (e.g., piece to square foot calculations).
• Knowledge of database and query functions; JD Edwards experience preferred but not required.
• Outstanding leadership, critical thinking, decision making, and listening skills.
• Ability to read and respond to non-verbal communication and employ influence, relationship building, and open communication tactics.
• Design knowledge to assist customers in product selection and placement.
• Results-driven, highly organized, and able to thrive in a busy, high-stress environment.
• Professional appearance and demeanor.
• Bi-lingual in Spanish or other language as appropriate for the area is a plus.

• Ability to stand, use hands, reach, walk, stoop, kneel, crouch, crawl, sit, climb, or balance as needed.
• Comfortable working in enclosed offices, warehouse spaces, and branch showrooms.
• Ability to lift and/or move up to 50 pounds; specific vision abilities including close and peripheral vision, and ability to adjust focus.
• Ability to speak and hear clearly; visually detect product color and shading variation.
• Occasional driving for meetings, training, or client appointments.
• Occasional exposure to fumes, airborne particles, and varying temperatures; noise level is usually loud.
• Routine set up of samples and displays; ability to operate sample making equipment.
• Regular, predictable attendance is essential.
• Reasonable accommodations may be made for individuals with disabilities.

This is an hourly position. The successful candidate will work a traditional workday, typically Tuesday through Saturday, but may be asked to work additional hours based on business needs.

This role does not have direct reports.

Additional tasks may be assigned as necessary to support branch operations and business growth.

Emser is an equal opportunity employer and prohibits discrimination and harassment of any kind. Emser makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Emser wants to have the best available people in every job. Therefore, Emser does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department.