Dealer Order Management Representative

Job Title: Dealer Order Management Representative
Duration: 12 months (Possibility of extension based on business needs)
Location:  Greensboro NC, 27409

Flexibility:
This position is not fully remote. The employees will train remotely, but the position will transition to a hybrid position once the office is open.
All candidates must be comfortable commuting to Greensboro NC Monday - Thursday, with Friday as a remote day

Job Summary:
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.

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

Key Competencies:

• Relentless customer focus
• Excellent verbal and written communication skills-including listening
• Change oriented
• Problem solving

Qualifications:

•  Associate’s Degree or Bachelor’s Degree preferred, HS Diploma or GED required.

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $18.00/hr – $19.00/hr.