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Retail Service Rep II at Andersen Windows in Glenview, IL

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Description

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

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