What are the responsibilities and job description for the Centralized After Sales Service Associate position at The Granite Group?
Members 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 & Responsibilities
Scan each new bath, kitchen and lighting product order for accuracy, log the new order into The Source (order management software), and procure all standard products
Proactively review the status of orders in The Source and take the necessary action:
Monitor open orders and track POs
Regularly update customer on order status
Re-source products if needed to keep timeline promises
Make small adjustments to orders as needed and take additional payments or issue refunds
Notify customers of completed orders and take final payment
Determine delivery date and schedule delivery through the local Granite Group branch warehouse team
Follow-up on the delivery at a pre-determined time to confirm the customers delight and satisfaction
Promptly answer calls coming into the shared CASST customer service phone line
Promptly respond to email coming into the shared CASST customer service email group
Promptly 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 time
Initiate product returns with vendors and deliver required paperwork to individual Granite Group branches
Work through problems with delivered products and warranty issues
Check product stock/lead times for sales associates, upon request
Upon 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 associate
Act as a knowledgeable showroom resource to Granite Group coworkers
Other business-building activities/duties as CASST efficiency and capabilities evolve
Knowledge, Skills and Abilities
Customer service oriented: having a positive attitude and showing a genuine eagerness to help
Friendly, approachable demeanor
Excellent detail, organizational and time management skills; ability to prioritize
Attentive to timelines and thoughtful follow-up
Able to teach and influence the behavior of others
Strong communication (written and verbal) and interpersonal skills
Knowledge of common computer applications and internet search techniques
Education and Experience Required
High 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.