Job Description:
Role and Responsibilities
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Review all incoming F&I orders and communicates with Retailer on any insufficient information.
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Performs all order processing functions under established automation controls.
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Assist in Installing Dealer setup by collecting proper documentation from applying dealer.
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Monitor the timeliness of all open furnish & install orders to ensure lead-time compliance.
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Respond to all incoming furnish & install calls from Retailer, Customer, and Installing Dealer.
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Determine best method to resolve problems to ensure customer satisfaction and adhere to company policies.
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Ensure accurate costing for Retailer and Installing Dealer.
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Update Retailer on all open orders as required.
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Follow-up with installers on all open orders to ensure timely order completion.
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Maintain accurate file of all complete furnish & install orders.
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Research and reconcile Open AR/Unapplied cash issues.
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Maintain an accurate account of order correspondence.
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Obtain retail approval for all additional order requirements.
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Work with Sales center to ensure timely delivery of furnish & install product.
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Mail/fax sales literature and service information to customers.
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Provide follow-up with customer, retail store or dealer as necessary.
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Process and communicate order cancellations.
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Process and communicate any necessary credits or charge-backs according to procedure.
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Operate computer terminal to enter orders, advance order status, provide shipping/install dates and invoice orders.
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Provide installer/retail service over the telephone.
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Investigate and respond to installer/retailer order inquiries.
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Phone dealers/retailer/customers as required and provide requested assistance.
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Take, investigate and solve customer complaints.
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Interface with dealer/retailers to solve customer problems.
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Provide detailed explanation of company policy and procedures in respect to Furnish and Install issues.
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Other related duties as required.