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.