Job Description
Order Processing Clerk/ Dealer Support Representative
Job Summary:
The Dealer Support / Order Processing Representative plays a vital role in ensuring customer satisfaction and driving sales growth within our regional target markets. This position is responsible for processing orders, managing accounts, providing product information, and resolving customer inquiries. The ideal candidate will possess strong communication skills, a customer-centric approach, and the ability to thrive in a fast-paced environment.
Responsibilities:
• Order Processing & Management:
o Accurately and efficiently process incoming purchase orders (POs) for regional target markets, including authorized returns.
o Review and detail regional target market POs via EDI and Commercient.
o Manage target market accounts to ensure PO details, confirmed shipments, and processing meet customer satisfaction.
• Customer Support & Communication:
o Communicate product information and manufacturer incentive programs to dealer sales personnel, purchasing agents, and consumers.
o Provide updated estimated lead times for products exceeding production expectations.
o Offer product substitutions to fulfill backordered items.
o Perform inventory stock checks to verify product availability and estimate lead times.
o Troubleshoot and resolve dealer and consumer issues.
o Answer inbound calls and respond to dealer and customer inquiries regarding luxury brands.
o Review and respond promptly to incoming email requests from the sale’s general inbox.
o Engage with customers through chat sessions on the manufacturer website, providing accurate product information.
• Sales Generation & Collaboration:
o Generate incremental sales by upselling additional products for order placement to secure full freight allowed shipments.
o Collaborate with District Sales Managers (DSMs) to ensure customer satisfaction.
o Communicate effectively with DSMs, the VP of Sales, Director of Purchasing, and the Warehouse Management Team.
• Inventory Management:
o Oversee incoming backorder inventory daily to review and schedule product releases.
• Teamwork & Support:
o Learn and assist in other extended markets to provide support to the Dealer Support Team and DSMs in the absence of colleagues.
o Provide friendly and professional customer service to ensure dealer and customer satisfaction.
o Develop and maintain strong relationships with existing and potential dealers/customers.
Qualifications:
• Minimum two years of experience in inside sales and/or customer service, data entry, order processing, and handling inbound and outbound calls.
• Proficiency with Microsoft Office applications (Outlook, Excel, Word).
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to work effectively within a team.
• Ability to multitask and prioritize in a fast-paced environment.
• Customer-centric approach and dedication to providing exceptional service.
• Experience with EDI and Commercient preferred.
Company Description
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