Centralized After Sales Service Associate

The Granite Group; Lowell (MA); On-site; USD 42,000 - 58,000; Full time

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.

Skills

Customer service

Time management

Communication skills

Attention to detail

Problem solving

Education

High school diploma or GED

Tools

The Source (order management)

Microsoft Excel

Job description

Career Opportunities with Granite Group Wholesalers LLC

Careers At Granite Group Wholesalers LLC

Current job opportunities are posted here as they become available.

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.

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 customer’s 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

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.