Job Description

Actively engages with Dealers by providing top-level customer service. Assists Dealers with an array of requests, including, but not limited to issuing quotes, checking order status, sending specifications, etc. Responsible for training and coaching Dealers on how to be more self-sufficient by utilizing resources, such as, the Dealer Quoting Website. Collaborates with other departments to find order-related solutions. Provides support to the Sales Operations Specialists with Order Entry & Change Orders. Works closely with Program Manager on specific projects related to Program Dealers and Sales, such as, creating streamlined process and procedures for New Dealer On-boarding and Order Submission.

Keys to Success

Collaborator

Greeting and communicating professionally, courteously, and succinctly with customers, co-workers, and vendors

Diligent Worker

Possesses autonomy and responsibility for maintaining assigned duties without constant supervision

Detail Oriented

Ability to organize and prioritize variety of tasks each day.

Problem Solver/Critical Thinking

Possesses desire to improve and adapt methods and procedures to continually improve and job role.

Responsibilities & Duties

• Primary Point-of-Contact providing customer service activities supporting Dealers.
• Gather & Prepare Information needed for Sales Order Processing
• Enter and QC Dealer/Warranty sales orders that consistently meet department metrics
• Professionally interact w/ customer within assigned territories with signup, quoting, pricing, dealer website, spec sheets etc.
• Provide quotes to Dealers when requested
• Train/Coach Dealers to use Bestbath Resources to be as self-sufficient as possible
• Respond to Dealer emails and phone calls
• Collaborate with other departments to find solutions to unique situations
• Provide back-up support for other SAS(s), CSS(s) during absences & PTO.
• Adhere to department procedures/SOPs. Offer feedback on procedures and SOP's.
• Displays working familiarity w/ ERP and technology platforms utilized in the sales office.
• Displays ability to manage time and tasks w/ guidance from teammates.
• Miscellaneous projects or assignments as requested.
• Participate in continued training and product education opportunities.
• Annual data clean-up and purge

Qualifications, Knowledge & Skills

• Minimum of three (3) years direct customer service or significant sales support experience required
• Previous order entry or order management experience preferred
• Computer experience required: Windows, Outlook, Word, Excel, Explorer
• Experience in NetSuite ERP software preferred
• Must have considerable personal initiative and ability to work independently
• Good verbal and written communication skills
• The ability to problem solves using critical thinking skills.
• Must be able to work in a fast work environment and complete daily tasks while under pressure
• Ability and nature to remain calm and focused on results in stressful settings or situations
• Intermediate computer skills
• Basic office equipment knowledge
• Proficient customer service skills & experience
• Basic math and calendar calculations skills

Work Environment & Physical Demands

• Work is performed primarily in an office environment with moderate noise level. The employee in this class is frequently subject to inside environmental conditions, which provide protection from weather conditions but not necessarily from temperature changes.
• Position requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks:
• Constantly requires sitting at a desk for long periods of time, up to 8 hours and ability to lift up to 20 lbs.
• Constantly requires clarity of speech and hearing, which permits the employee to communicate effectively.
• Constantly requires clear vision to read printed materials and computer screen to accomplish work.
• Constantly requires repetitive movement of the wrists, hands, and/or fingers.
• Read, speak, and write English competently with proper grammar
• Utilize all resources working with minimal supervision
• Pay close attention to detail and answer questions with clarity
• Sit at a desk for extended periods up to and including eight (8) hours a day

Travel Requirements

Local travel is sometimes required, occasional travel out of area when needed.

Disclaimer

The essential duties and responsibilities shall be performed efficiently and accurately, whether this is with or without reasonable accommodations, without causing significant safety threats to self or others. This list is not intended to be a comprehensive list of all the responsibilities, duties, and/or skills required of all the members of the specified class. Management has the right to alter this job description at any time without notice.

American Disability Act (ADA)

In accordance with the American Disability Act (ADA), Bestbath Systems may provide reasonable accommodations for qualified individuals with disabilities in order to enable them to perform essential job functions.