Job Description
Role and Responsibilities
- Review all incoming F&I orders and communicates with Retailer on any insufficient information.
- Performs all order processing functions under established automation controls.
- Assist in Installing Dealer setup by collecting proper documentation from applying dealer.
- Monitor the timeliness of all open furnish & install orders to ensure lead-time compliance.
- Respond to all incoming furnish & install calls from Retailer, Customer, and Installing Dealer.
- Determine best method to resolve problems to ensure customer satisfaction and adhere to company policies.
- Ensure accurate costing for Retailer and Installing Dealer.
- Update Retailer on all open orders as required.
- Follow-up with installers on all open orders to ensure timely order completion.
- Maintain accurate file of all complete furnish & install orders.
- Research and reconcile Open AR / Unapplied cash issues.
- Maintain an accurate account of order correspondence.
- Obtain retail approval for all additional order requirements.
- Work with Sales center to ensure timely delivery of furnish & install product.
- Mail / fax sales literature and service information to customers.
- Provide follow-up with customer, retail store or dealer as necessary.
- Process and communicate order cancellations.
- Process and communicate any necessary credits or charge-backs according to procedure.
- Operate computer terminal to enter orders, advance order status, provide shipping / install dates and invoice orders.
- Provide installer / retail service over the telephone.
- Investigate and respond to installer / retailer order inquiries.
- Phone dealers / retailer / customers as required and provide requested assistance.
- Take, investigate and solve customer complaints.
- Interface with dealer / retailers to solve customer problems.
- Provide detailed explanation of company policy and procedures in respect to Furnish and Install issues.
- Other related duties as required.
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