What are the responsibilities and job description for the Order Retention Specialist position at Enthusiast Auto Holdings?
Description
Order Retention Specialist
Wadsworth, OH Sales
Description
The Order Retention Specialist is a vital link between our customers and their product. Your primary mission is to minimize order cancellations and reduce customer churn by turning "no" into "yes." You will proactively manage the order backlog, identify potential friction points in the fulfillment process, and work directly with customers to provide creative solutions—such as alternative product suggestions—to ensure their project stays on track.
This is not just a support role; it is a strategic "save" position that requires high-level negotiation, empathy, and a deep understanding of our product offerings to maintain high customer lifetime value.
Schedule:
- Monday – Friday, 9:00am – 5:30pm
Key Responsibilities
- Proactive Retention: Monitor the order backlog to identify at-risk orders (e.g., long lead times or backordered items) and implement "save" plans to prevent cancellations.
- Strategic Substitution: Review delayed orders to identify and offer alternative in-stock products, minimizing wait times and ensuring customer satisfaction.
- Issue Resolution: Act as the primary point of contact for complex complaints and shipping delays, negotiating solutions that prevent returns or churn.
- Multi-Channel Communication: Manage high-volume customer interactions via phone, email, and live chat with a focus on persuasion and rapport-building.
- Cross-Functional Collaboration: Work closely with Sales, Purchasing, and Fulfillment departments to provide transparent updates to customers regarding order ETAs.
Required Skills and Qualifications
- Communication Mastery: Exceptional verbal and written skills with the ability to remain calm and professional during stressful situations.
- Problem-Solving Prowess: Ability to think critically on the fly to turn a negative customer experience into a positive brand win.
- Technical Proficiency: Strong experience with CRM software and general computer skills.
- Empathy & Persistence: A genuine desire to help fellow enthusiasts coupled with the "grit" required to meet retention targets.
- Automotive Knowledge: A passion for European cars and a general understanding of automotive parts is highly preferred to effectively suggest alternative solutions.
What Success Looks Like:
- Ensuring that all orders in the backlog have been reviewed, and alternative products are being suggested in order to reduce overall cancellation rate while improving customer experience.
- Identifying root cause and developing plans to limit repeat issues.
Requirements
- Retail Experience
- Deep understanding of automotive systems (braking, suspension, etc.)
- Positive and upbeat attitude
- Excellent computer and data entry skills
We are looking for a candidate that is highly motivated, driven, customer centric, strong skills in communication. To be successful you must fulfill and promote our core values of communication-transparency-trust-collaboration-respect, and able to take/receive constructive feedback.