After-Sales Service & Order Support Specialist

The Granite Group; Concord (NH); On-site; USD 36,000 - 52,000; Full time

Job summary

The Granite Group is seeking a CASST team member to support showroom sales by logging orders, tracking status, and communicating with customers. You will help ensure accurate orders, timely deliveries, and smooth post-sale service across Granite Group branches.

Responsibilities include updating order status, handling payments/refunds, coordinating with branch warehouses, and providing a knowledgeable showroom resource to teammates. High school diploma or GED required.

Qualifications

• Customer service oriented with a genuine eagerness to help
• 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

Responsibilities

• Scan each new bath, kitchen and lighting product order for accuracy and log into The Source
• Proactively review order status and take necessary action
• Monitor open orders and track POs
• Regularly update customers on order status
• Re-source products to meet timeline promises
• Make small order adjustments and handle payments or refunds
• Notify customers of completed orders and coordinate final payment
• Determine delivery date and schedule with local branch warehouse team
• Follow up after delivery to confirm customer satisfaction
• Answer calls to CASST line and respond to CASST emails
• Log calls and emails in the ticket system so any CASST member can assist
• Initiate product returns with vendors and handle paperwork
• Resolve issues with delivered products and warranty problems
• Check stock/lead times for sales associates as requested
• Create SpecBooks for showroom shows to customers or staff
• Act as a showroom resource to Granite Group coworkers
• Contribute to CASST efficiency and capability improvements

Skills

Customer service

Detail oriented

Time management

Communication

Interpersonal skills

Education

High school diploma or GED

Job description

The Granite Group is seeking a CASST team member to support showroom sales by logging orders, tracking status, and communicating with customers. You will help ensure accurate orders, timely deliveries, and smooth post-sale service across Granite Group branches.

Responsibilities include updating order status, handling payments/refunds, coordinating with branch warehouses, and providing a knowledgeable showroom resource to teammates. High school diploma or GED required.