Centralized After Sales Service Team Associate

Position DescriptionMembers of the Sink & Spout Centralized After Sales Service Team (CASST) are responsible for working together to support Sink & Spout showroom sales associates after a sale has closed. The CASST function is very important to the business because it keeps sales associates focused on selling, keeps customers informed of the status of their orders, and helps solve problems after an order has been delivered. As a result, CASST plays a key role in ensuring customer satisfaction, building loyalty, strengthening our brand reputation, and creating opportunities for repeat business and growth.This is a full-time, Monday-Friday position. A CASST member can work out of any Granite Group branch, so long as dedicated office space can be created.Essential Duties & ResponsibilitiesScan each new bath, kitchen and lighting product order for accuracy, log the new order into The Source (order management software), and procure all standard productsProactively review the status of orders in The Source and take the necessary action:Monitor open orders and track POsRegularly update customer on order statusRe-source products if needed to keep timeline promisesMake small adjustments to orders as needed and take additional payments or issue refundsNotify customers of completed orders and take final paymentDetermine delivery date and schedule delivery through the local Granite Group branch warehouse teamFollow-up on the delivery at a pre-determined time to confirm the customer’s delight and satisfactionPromptly answer calls coming into the shared CASST customer service phone linePromptly respond to email coming into the shared CASST customer service email groupPromptly log details related to calls and emails into the ticket management system so that any CASST member can help any customer with any order at any timeInitiate product returns with vendors and deliver required paperwork to individual Granite Group branchesWork through problems with delivered products and warranty issuesCheck product stock/lead times for sales associates, upon requestUpon the request of a showroom sales associate, create a SpecBook (a document outlining potential products for a bath or kitchen project) and send it to a customer, or return it to the sales associateAct as a knowledgeable showroom resource to Granite Group coworkersOther business-building activities/duties as CASST efficiency and capabilities evolveKnowledge, Skills and AbilitiesCustomer service oriented: having a positive attitude and showing a genuine eagerness to helpFriendly, approachable demeanorExcellent detail, organizational and time management skills; ability to prioritizeAttentive to timelines and thoughtful follow-upAble to teach and influence the behavior of othersStrong communication (written and verbal) and interpersonal skillsKnowledge of common computer applications and internet search techniquesEducation and Experience RequiredHigh school diploma or general education degree (GED)This Job Description describes the general nature and level of work being performed in this role. This is not intended to be an exhaustive list of all duties and indeed responsibilities may be assigned, as required, by management. In addition, other knowledge, skills and abilities may be required as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The Granite Group is an Equal Opportunity Employer.