Andersen Windows & Doors - Careers

Retail Service Rep II - (22173)

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Description

FOCUS: 

  • Focus is on providing customer service for delivery partners/customers.
  • Analyze customer information, identify, and recommend actions.
  • Process orders/requests.

 

RESPONSIBILITIES:

  • Responds to customer (homeowner)/delivery partner requests/inquiries.
  • Processes complex orders/requests, with 100% accuracy from intake to filing.
  • Ensures customer management system is updated appropriately.
  • Clarifies, diagnoses, and resolves customer order issues.
  • Schedules appointments with homeowners.
  • Creates packets or other materials as required for sales fulfillment process.
  • Prepares customer correspondence.
  • Identifies and implements ways to improve overall level of service.
  • Communicates order fulfillment process information to internal delivery partners and provides customer/delivery partner feedback.
  • Administers programs, e.g. customer referral program.
  • May train others in office and customer service processes.
  • May create purchase orders, process payments or process receipts.

 

SCOPE:

  • Responsible for intermediate to complex level tasks.
  • Generally standard procedures, but with exceptions.
  • Able to provide back-up to other team members.

 

BUSINESS KNOWLEDGE:

  • Advanced knowledge of RbA products/ services.
  • Intermediate knowledge of customers/delivery partners.
  • Intermediate knowledge of retail processes within multiple RbA business functions.

 

PROJECT/PROCESS MANAGEMENT:

  • Works under general supervision following defined procedures; requires some judgment in application.
  • Serve as a department/corporate project team member.

 

TECHNICAL SKILLS:

  • Advanced knowledge of technical and business tools.
  • Advanced understanding of order fulfillment process.

 

DIRECTION OF OTHERS:

  • On occasion trains others on processes.
  • Assists employees.
Qualifications
QUALIFICATIONS:
  • High school diploma or equivalent plus 2-4 years work experience to include order processing work. 
  • Demonstrated word processing, spreadsheet and general computer skills.
  • Strong phone etiquette & verbal skills to facilitate problem resolution.
  • Intermediate writing skills.
  • Able to determine customer needs and assist in resolving issues for assigned area.
  • Knowledge of Products/Services.
  • Persuasiveness
  • Time Management
  • Results orientation
Job:
Customer Service
Location:
Valley View, OH US
Organization:
Renewal by Andersen Corp.
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