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