Job Summary:

The Dealer Services Representative position is responsible for building trust-based dealer relationships by answering product questions, assisting with orders, quoting / pricing, changes, cancellations, credits and debits. Responsible for ensuring high customer satisfaction and maintaining strong, long-term relationships.

Essential Functions:

• Actively listen to determine customer needs and follow proper proactive actions
• Provide timely solutions and recommend / ensure countermeasures to eliminate any future issues
• Be the resource for all WoodHarbor products, digital tools, standards and services
• Handle workload and customer calls with patience and empathy, always portraying professionalism
• Follow up in a timely manner with all dealers and field representatives about any open or unresolved concerns
• Maintain proper records of transactions / concerns to ensure proper follow up
• Process daily Sales & Service orders in a timely manner
• Report all concerns or conditions to the Dealer Services Manager

Additional Responsibilities:

• Make recommendations as they pertain to sizing / configuration
• Assist and back up Order Entry
• Take orders
• Communicate Backorder status to dealers, as required
• Quote prices of product and product components
• Maintain sales orders “In Process” file by initiating changes and cancellations
• Initiate and track Return-To-Vendor process
• Communicate dealer input to Dealer Services Manager
• Responsible for processing all returns and reworks
• All other duties as assigned

Equipment / Materials:

• WoodHarbor Product Catalogs
• Quoting Stands / Manual
• Computer systems, including Friedman Frontier, Meta Viewer and Microsoft Office Suite
• General Office Equipment

Classification:

The Dealer Services Representative position is a Non-Exempt hourly position in the Administrative Operations wage band, performed in an Industrial Office Environment

Organizational Relationships:

The Dealer Services Representative position reports to the Dealer Services Manager

Other Points of Contact include:

• Dealers and Field Sales Representatives
• Other Dealer Services including Order Entry, Scheduling and Drafting / Detailing
• Production Management and Leads
• Purchasing
• Inventory/ Receiving
• Accounts Receivable
• Outside Vendors

Knowledge / Skills / Abilities:

• Minimum of 2-year Administrative / Business degree or equivalent experience
• Prior Customer Service experience preferable
• Dynamic telephone personality
• Professional communication with the ability to actively listen and understand, interpret and tactfully respond in a timely and appropriate manner
• Technologically Savvy
• Ability to multitask with professionalism
• High level of problem-solving ability. Able to reason through pieces of information to form often complex rules or conclusions
• Mathematically inclined
• Team oriented
• Time management skills
• Problem sensitivity – able to tell when something is wrong or is likely to go wrong
• Highly organized
• Regular, predictable full-time attendance

EEO Statement:

This company is an Equal Opportunity Employer. We comply with all applicable Federal, State and Local laws regarding nondiscrimination in employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, disability, protected veteran status or any other legally protected characteristic.

Disclaimer:

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the position. The company reserves the right to modify or amend the job description at any time, in accordance with applicable law.