After-Sales Support & Order Care Specialist

The Granite Group

Lowell (MA)

On-site

USD 42,000 - 58,000

Full time

14 days+

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Job summary

The Granite Group is seeking a CASST order specialist to support showroom sales after a sale closes, ensuring accurate orders and timely communication. You will log orders, track POs, and coordinate with local branches to meet delivery timelines.

Strong emphasis on customer service, attention to detail, and teamwork with a centralized after-sales team. Monday–Friday, on-site at Granite Group branches. GED required and prior order-management experience helpful.

Qualifications

High school diploma or GED required.
Customer service experience preferred.
Strong organization and time management skills.
Good written and verbal communication abilities.

Responsibilities

Scan bath, kitchen and lighting orders for accuracy and log them into The Source.
Procure standard products for each order.
Review order status in The Source and take necessary actions.
Monitor open orders and track purchase orders (POs).
Provide regular updates to customers on order status.
Resorce products when needed to meet timelines.
Adjust orders and handle additional payments or refunds.
Notify customers of completed orders and arrange final payment.
Coordinate delivery dates with Granite Group branches.
Follow up to ensure customer satisfaction and delight.
Answer calls to the CASST line and respond to CASST emails promptly.
Log calls and emails into the ticketing system to assist any order.
Initiate product returns and handle vendor paperwork.
Resolve issues with delivered products and warranties.
Check stock/lead times for showroom staff upon request.
Create SpecBook documents when requested and share with customers.