Dealer Order Management Representative
About The Position
As a Dealer Order Management Representative, you will be the front-line contact for our customers and internal sales partners; primarily answering calls for order management related inquiries- identifying models, finding pricing and availability, matching up HVAC systems, and offering system solutions. You will drive customer engagement and own resolution from initial order request through order post-delivery, which means collaborating and following-up with multiple teams to deliver what the customer needs. You will participate in continuous improvement activities to eliminate barriers to the order flow process and create a better customer experience.
Requirements
- Relentless customer focus
- Excellent verbal and written communication skills-including listening
- Change oriented
- Problem solving
- High School Diploma
- 2-3 years of experience in a customer service, inside and/or outside sales preferably in an industrial environment.
Responsibilities
- Approximately 80% of time directly supporting customers or following-up on customer resolution and 20% of time performing scheduled tasks (team meetings, meetings with manager, trainings, etc)
- Respond to and resolve order management inquiries from customers and internal partners
- Provide customer support for order activities-model identification, pricing, availability, system match-ups, promotions, system solutions
- Process customer orders- promise dates, order entry, and collaboration with multiple teams in end-to-end process for customer
- Manage customer orders from placement to invoicing through multiple channels, including phone, E-Mail, text, or chat to ensure 100% customer satisfaction.
- Run order reports and work with teams to fix misses/holds and close open orders/returns
- Provide high quality service through efficient use of all operating systems functionalities related to order fulfillment and relative to customer activity
- Refer to and create new standard work to maximize efficiency
- Participate in continuous improvement activities
Benefits
- health insurance
- holistic wellness programs that include generous incentives
- fertility coverage
- adoption/surrogacy assistance
- 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution
- 15 vacation days
- 9 paid holidays
- 3 floating holidays
- sick leave
- additional options to support volunteer and parental leave
- Educational and training opportunities through company programs
- tuition assistance
- student debt support
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
