Email Support Specialist

Email Support Specialist

Company: New Rock Marble & Tile
Location: Mount Vernon, NY
Department: Operations / Customer Support
Employment Type: Full-Time
Work Arrangement: Remote

Position Summary

New Rock Marble & Tile is seeking a highly organized and detail-oriented Email Support Specialist to manage day-to-day email communication with customers, contractors, architects, designers, vendors, and internal teams.

The Email Support Specialist will serve as an important point of contact for project-related inquiries, order updates, documentation requests, scheduling questions, product information, and general customer support. This position requires excellent written communication, strong follow-through, attention to detail, and the ability to manage multiple conversations and projects simultaneously.

The ideal candidate is professional, responsive, organized, and comfortable working in a fast-paced construction, stone, and tile environment.

Key Responsibilities

Email & Customer Support

• Monitor and manage the company's shared email inboxes and incoming customer inquiries.
• Respond to emails promptly, professionally, and accurately.
• Answer questions regarding products, orders, project status, deliveries, fabrication, and installation.
• Route technical, financial, scheduling, and project-specific questions to the appropriate team member.
• Follow up with customers and project stakeholders to ensure questions and requests are resolved.
• Maintain a professional and consistent tone across all written communications.
• Escalate urgent or complex issues to project managers, operations leadership, or finance as appropriate.

Project & Order Support

• Assist project managers with day-to-day administrative and communication needs.
• Track customer and project requests from initial inquiry through resolution.
• Communicate updates regarding material availability, fabrication, delivery, and installation schedules.
• Coordinate information between customers, general contractors, architects, designers, vendors, fabricators, and installation teams.
• Maintain accurate records of customer communications and project updates.
• Follow up on outstanding approvals, selections, documentation, and project information.
• Assist with purchase orders, invoices, delivery information, and other project documentation as needed.

Administrative Support

• Maintain organized electronic files and project documentation.
• Enter and update customer, vendor, project, and order information in company systems.
• Prepare and organize correspondence, reports, spreadsheets, and other documents.
• Assist with scheduling meetings, deliveries, site visits, and project-related appointments.
• Monitor shared inboxes and ensure important requests are assigned and followed through.
• Maintain accurate records of communications and outstanding action items.
• Assist the operations and finance teams with administrative tasks when needed.

Vendor & Internal Communication

• Communicate with suppliers and vendors regarding pricing, availability, orders, deliveries, and documentation.
• Request and organize product information, specifications, samples, and other materials.
• Coordinate internally with sales, estimating, project management, fabrication, installation, and finance teams.
• Ensure relevant information is communicated to the appropriate team members in a timely manner.
• Follow up on delayed responses, missing information, or unresolved issues.

Issue Resolution

• Identify customer concerns and determine the appropriate next step.
• Research order, project, invoice, or delivery information before responding.
• Resolve routine issues independently when possible.
• Escalate issues involving pricing disputes, project changes, damaged materials, delivery problems, or contractual matters when appropriate.
• Maintain detailed records of customer issues and resolutions.

Qualifications

• 1–3 years of experience in customer service, email support, administrative support, operations, project coordination, or a related field.
• Excellent written and verbal communication skills.
• Strong professional email-writing skills.
• Excellent attention to detail and organizational abilities.
• Ability to manage multiple email conversations and priorities simultaneously.
• Strong follow-up and time-management skills.
• Proficiency with Microsoft Office, Outlook, Excel, and Google Workspace.
• Ability to learn CRM, ERP, project-management, or accounting software.
• Comfortable working with customers, vendors, contractors, and internal teams.
• Ability to work independently while collaborating effectively with a small team.

Preferred Qualifications

• Experience in construction, architecture, interior design, stone, marble, tile, flooring, building materials, or a related industry.
• Experience supporting commercial or residential construction projects.
• Familiarity with project documentation, purchase orders, invoices, change orders, or delivery coordination.
• Experience with QuickBooks, ERP, CRM, or project-management software.
• Experience working with general contractors, architects, designers, or subcontractors.
• Familiarity with AIA billing, lien waivers, or construction documentation is a plus.

Core Competencies

• Professional written communication
• Customer service
• Organization and attention to detail
• Responsiveness and follow-through
• Problem solving
• Time management
• Multitasking
• Team collaboration
• Data accuracy
• Confidentiality and professionalism

Performance Expectations

The successful candidate will be expected to:

• Respond to customer and internal emails within established service standards.
• Maintain accurate and organized project and customer records.
• Ensure customer requests are properly documented and followed through.
• Minimize missed communications and unresolved requests.
• Provide clear, courteous, and professional written communication.
• Escalate issues appropriately and in a timely manner.
• Maintain strong coordination between customers, vendors, project managers, and internal departments.

Compensation & Benefits

• Competitive compensation based on experience and qualifications.
• Hybrid work flexibility, where applicable.
• Paid time off and company holidays, subject to company policy.
• Opportunities for professional development and advancement.
• Collaborative work environment.
• Opportunity to gain experience across customer service, construction operations, project administration, and finance.

Equal Opportunity Statement

New Rock Marble & Tile is committed to providing a professional and respectful workplace. Employment decisions are based on qualifications, experience, business needs, and other lawful considerations without regard to legally protected characteristics.

Ideal Candidate Profile

The ideal candidate is a highly responsive and organized communicator who enjoys helping customers and keeping projects moving. They should be comfortable managing a high volume of email communication while maintaining accuracy and professionalism.

Someone with experience as a Customer Service Representative, Email Support Specialist, Administrative Coordinator, Project Coordinator, Office Coordinator, Project Administrator, or Construction Administrator would be well suited for this position.