Customer Service Generalist

Mosaic is a different kind of interiors distributor, delivering a unique approach to meet the imaginative needs of a new generation of builders and remodelers. Providing exceptional customer service and a wide array of products, we pride ourselves on our unique selections, creative designs, and optimum solutions. Offering custom cabinetry, plumbing, lighting, and a variety of tile, stone, and flooring, Mosaic partners with leading national and international suppliers to ensure that our customers receive the very best in options to fit all budgets and tastes.

Headquartered in Chantilly, VA, Mosaic occupies a broad geographic footprint with nine locations across Virginia, Maryland, and North Carolina as well as a Central Servicing Center and Warehouse located in Doswell, VA. Each of our Design Centers house state-of-the-art showrooms, dedicated contractor sales counters and on-site, fully stocked warehouses.

Mosaic is seeking a Customer Service Generalist to join our dedicated Customer Service Team. This essential role supports our Commercial and Residential Sales Teams as well as customers across Northern Virginia, Maryland, Southern Virginia, and North Carolina.

As most of our communication is handled via email, strong written communication skills are essential. We’re looking for someone with solid critical thinking abilities and a proactive mindset—someone who learns quickly and takes ownership in delivering The Mosaic Experience to every customer.

Note: This is not a sales position.

Key Responsibilities

· Accurately enter and manage customer orders from placement through final delivery.

· Respond to customer inquiries and communications in a timely, professional manner.

· Place and track supplier purchase orders to ensure on-time delivery.

· Collaborate with Purchasing and Manufacturers to expedite orders when necessary.

· Schedule and manage delivery timelines for sales and supplier orders in our system.

· Process and track Return Material Authorizations (RMAs).

· Take ownership of resolving customer issues related to orders and deliveries, including escalation when needed.

· Perform additional duties and support the team as needed.

What Makes a Successful Candidate

· Self-starter with the ability to work independently with minimal supervision.

· Comfortable building and maintaining professional customer relationships.

· Demonstrated commitment to customer satisfaction and follow-through.

· Detail-oriented, thorough, and results-driven.

Qualifications

· College degree or equivalent professional experience.

· Minimum 5 years of customer service experience in a non-retail environment.

· Exceptional organizational skills with the ability to manage multiple priorities.

· Strong verbal and written communication skills.

· Excellent problem-solving and investigative abilities.

· Must be able to work onsite at our Chantilly, VA corporate office (this is not a remote position).

Benefits

· Competitive wages based on experience

· Medical, dental, and vision insurance

· Flexible Spending Account (FSA)

· Health Reimbursement Account (HRA)

· Automatic life insurance enrollment

· Paid holidays — including your birthday!

· Paid vacation time

· 401(k) retirement plan

· Employee product discounts

· Short- and long-term disability coverage (available)

If you thrive in a fast-paced environment and are passionate about delivering exceptional service, we’d love to hear from you!