Description

JOB SUMMARY: Responsible for serving customers and dealers by answering product questions, assisting with orders, quoting and pricing, processing order changes, cancellations, credits / debits and any other function covered under Dealer Services

EQUIPMENT/MATERIALS:

Woodharbor Product Catalogs
Computer / Software Programs
Microsoft Office Suite
Quoting Standards / Manual
Various Office Equipment

ESSENTIAL FUNCTIONS:

Be knowledgeable about all Woodharbor products and services
Handle workload and all customer calls in a professional, timely manner at all times
Maintain proper records of transactions and concerns to ensure proper follow up
Guide complaint resolutions to ensure proper and satisfactory solutions
Follow up with dealers and field representatives regarding open and unresolved issues and concerns
Provide timely and proactive solutions
Actively listen to all customer concerns with patience and empathy
Process Daily Sales and Service orders in a timely fashion

ADDITIONAL RESPONSIBILITIES:

Assist Order Entry
Assist at Front Desk
All other duties as assigned.

ORGANIZATIONAL RELATIONSHIPS:

Reports to Dealer Service Manager

CONTACTS:

Woodharbor Dealer Network

Woodharbor Dealer Services employees

Woodharbor Marketing Department

Woodharbor Production employees

COMPENSATION:

Non-exempt Hourly

Requirements

KNOWLEDGE, SKILLS and ABILITIES:

Dynamic Telephone Personality
Strong Active Listening Skills
Computer Literate
Proactive Approach to Problem Solving
Highly Organized
Attention to Detail
Flexible to Changing Routines and Tasks
Highly Motivated and Self Starting
Ability to Concentrate and Stay Focused
Strong Professional Communication Skills
Customer Service Oriented
Mathematically Inclined and Analytical
Team Player - Positive, Courteous, Polite
High School Diploma or Equivalent

High Level Customer Service experience preferred
Cabinet Knowledge and Experience preferred

SAFETY REQUIREMENTS:

Observes and follows all Woodharbor Safety Policies and Procedures in accordance with OSHA, EPA, NFPA as outlined in the Safety Handbook
Observes and wears all job required personal protective equipment such as safety glasses and ear plugs
Observes the Workers’ Compensation regulations with regards to proper reporting and communication

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