Customer Service Associate

**Company Overview**:
Pietra Ware is a premier manufacturer of handcrafted concrete and terrazzo pedestal basins. We pride ourselves on our quality craftsmanship and commitment to customer satisfaction. We are currently seeking a detail-oriented Accounting, Inventory, and Dispatch Coordinator to support our operations and enhance our efficiency.

**Overview**:
The Customer Service Associate at Pietra Ware will be responsible for providing comprehensive after-sales support to our customers and vendors. Pietra Ware is known for its high-quality handcrafted concrete and terrazzo bathware and furniture, and this role is crucial to ensuring that our products reach customers safely, efficiently, and with the highest level of customer satisfaction. The role involves coordinating dispatch and transit, resolving any post-delivery issues, and providing ongoing support throughout the lifecycle of the product.

**Key Responsibilities**:

- **Dispatch Coordination & Transit Support**:

- Coordinate the dispatch of products, ensuring that all orders are correctly prepared and scheduled for delivery.
- Maintain constant communication with the transporter to ensure timely and safe delivery of products.
- Ensure that customer delivery requirements (e.g., specific delivery windows, special handling requests) are prioritized and communicated to the transporter.
- **Customer Communication & Support During Transit**:

- Proactively provide customers with updates on their order status, including tracking and estimated delivery times.
- Keep clients informed about any transit delays or issues, providing real-time updates and solutions.
- Address any concerns or questions the customer may have regarding the delivery process or timing.
- **On-Site Delivery Oversight**:

- Stay in close contact with clients to ensure that products are delivered safely and according to their expectations.
- Act as the point of contact for any issues that arise on-site during delivery (e.g., handling, placement, damages).
- Collaborate with transporters and site personnel to resolve any logístical or operational challenges during delivery.
- **Post-Delivery Follow-up & Issue Resolution**:

- Reach out to customers after delivery to ensure they are satisfied with the product and service, encouraging feedback and reviews.
- Address any issues or concerns that arise post-delivery, including product damages, defects, or missing components.
- Coordinate with the Production and Sales teams to resolve any issues effectively and ensure customer satisfaction.
- **Collaboration with Production & Sales Teams**:

- Maintain regular communication with the Production team to stay updated on the status of incoming orders, potential delays, and product availability.
- Work closely with the Sales team to stay informed on new incoming orders, product specifications, and any customer-specific requirements.
- Assist the Customer Service Executive by relaying customer queries and issues to the appropriate teams to ensure swift resolution.
- **Product Photography & Site Coordination**:

- Assist the Customer Service Executive in arranging product photography at customer locations, ensuring the photos meet company standards and reflect the quality of the product.
- In the event of an issue post-delivery (e.g., damage, installation challenges), coordinate with the sales and production teams to send a service technician or specialist to the client site for on-site assistance.
- **Order Tracking & Documentation**:

- Maintain accurate records of customer orders, including tracking, status updates, and communications.
- Keep a detailed log of all customer interactions, issues, and resolutions to ensure transparency and follow-up.
- Ensure all relevant order documentation is complete and updated in the company’s CRM or order management system.
- **Customer Relationship Management**:

- Foster strong, long-term relationships with customers by providing outstanding support and service at all stages of the product lifecycle.
- Respond to inquiries and resolve issues in a timely and professional manner.
- Provide consistent feedback to the management team on customer satisfaction and areas for improvement in the after-sales process.
- **Quality Assurance**:

- Conduct quality checks and liaise with the Quality Assurance team to ensure that products are dispatched in perfect condition.
- Ensure the packaging of products meets the required standards to avoid any damage during transit.
- **Additional Responsibilities**:

- Assist in preparing reports related to after-sales support, customer feedback, and issue resolution.
- Stay updated on new product releases and enhancements to communicate product benefits effectively to customers.
- Participate in training sessions to improve product knowledge, customer service skills, and operational efficiency.

**Skills & Qualifications**:

- **Experience**: Minimum of 2 years in customer service, logistics coordination, or related field; prio