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