Emser Tile ยท 4 months ago
Customer Service Supervisor
Houston, TX
Full-time
Onsite
Mid LevelEMSER TILE LLC is seeking a Central Order Supervisor to oversee the Central Order Team within their Customer Service Department. The role focuses on managing day-to-day order administration for national accounts and ensuring excellent customer service through effective team supervision and process management.
Building Materials
Responsibilities
Supervises central order personnel in meeting/exceeding important customer centric KPIs
Coordinates and monitors the daily work schedules and activities of Central Order team members; including payroll management, time-off requests, and CSR back-up support
Provides account coverage and work overflow support as needed, i.e., processing orders, issuing credits, responding to customer emails, answering phone calls, providing EDI/Emser Online/Sales Order Automation software support, etc
Partners with Central Order Managers to provide direction and guidance to Central Order team members
Ensures accurate entry of purchase orders, pricing adherence, and sourcing of materials within the JD Edwards ERP system
Monitors Sales Order Automation software (Capture/IntelliChief) purchase orders for image/text conversion issues and system errors
Acts as a liaison between Allocations, Branch, DC, Sales, and Transportation personnel when sourcing material and expediting shipments
Performs daily audits of customer group folders to ensure fast turnaround times on email communications and purchase order acknowledgements
Coaches and trains CSRs/Leads in the performance of central order tasks and responsibilities; including up-selling/cross-selling opportunities
Publishes Daily Productivity Reports and Performance Management Dashboards to the Central Order team
Occasionally partners with IT on testing new systems and system enhancements, and when troubleshooting system-related issues to root-cause problems and identify solutions
Participates in the timely responses to social media posts regarding Use & Care, Product Installation, and 1-star customer reviews
Handles customer escalations as needed
Other duties as assigned
Qualification
Required
Minimum level of proficiency in communication, cognitive thinking and office equipment operations
Capacity to quickly learn any other skills required
Reading, writing and comprehending complex figures and text in the English language
Ability to operate (with minimal training) basic office and inventory computer programs
Ability to decipher, extrapolate meaning from and compute (as directed) financial data required for day-to-day operations
Physical requirements include walking, standing, reaching, sitting, stooping, squatting, kneeling and bending on a regular basis
Ability to speak and hear
Ability to visually detect product color and shading variation
Work conditions include working in enclosed offices, partially enclosed warehouse spaces and outdoors in all weather conditions
Ability to move over and/or around obstacles on the ground and work in the vicinity of operating forklifts
Company
Emser Tile
Emser Tile is an privately-held designer and marketer of tile and natural stone.
Founded in 1968
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Rich Rose
Chief Operating Officer
Bob Baldocchi
Chief Marketing Officer / Vice President Business Development
Recent News
2025-09-08
2025-08-06
Company data provided by crunchbase