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

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