Order Processor

The French Agency; Mesa (AZ); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading provider of builder services in Mesa, Arizona is seeking a customer service professional to provide support and account management for their builder center. The role involves scheduling installations and warranty work, managing communications regarding product and delivery, and ensuring excellent service standards. The ideal candidate should have 3-5 years of experience in customer service, advanced organizational and communication skills, and a high school diploma or GED. This position offers the opportunity to contribute to departmental success in a supportive team environment.

Qualifications

• 3-5+ years' experience in a fast-paced customer service or office environment.
• Ability to read and interpret common business documents.
• Ability to listen and communicate effectively with customers.

Responsibilities

• Provide builder service support and account management.
• Schedule installations, service, and warranty work.
• Manage communication to and from customers regarding delivery and scheduling.

Skills

Advanced keyboarding skills

Knowledge of Windows based programs

Excellent communication skills

Organizational skills

Ability to build effective business relationships

Ability to work in a team environment

Education

High School Diploma or GED

Some college courses beyond high school preferred

Tools

Maestro

Order Billing System (OBS)

Quality Management Systems (QMS)

Timberlake Order Manager (TOM)

Job description

Position Purpose

Provide builder service support and account management for the builder center. Schedule installations, service, and warranty work. Provide detailed communication related to product, delivery, and scheduling to all customers and clients. Work should be consistent with our Mission Statement, CITE Principles, and Timberlake standard operating procedures (SOP).

Ideal Candidate Profile

To perform this job successfully, an individual must be able to excel at the essential functions assigned. The requirements listed below are representative of the knowledge, skill and ability required.

Experience

• 3-5+ years' experience in a face paced customer service or office environment;

Skills

• Advanced keyboarding skills required, knowledge of Windows based programs and Microsoft office applications;
• Excellent reasoning ability and decision making skills;
• Excellent communication and organizational skills;
• Ability to build effective business relationships and work effectively with all levels of employees within the company and its customer's organization and the public;
• Ability to work in a team environment.

Education

• High School Diploma or GED, some college courses beyond high school preferred;

Essential Functions

• Effectively perform data entry and verification of customer orders using current Timberlake SOP's.
• Develop and maintain a proficient working knowledge of Maestro, Order Billing System (OBS), Quality Management Systems (QMS), Timberlake Order Manager (TOM) and other proprietary systems.
• Develop an extensive knowledge product base.
• Manage communication to and from customers, subcontract installers, clients, and vendors related to product delivery, availability, specifications, lead times, schedules, warranty and purchase orders.
• Schedule and assign installations for cabinets and/or countertops. Verify ship and installation dates per builders release and schedule.
• Resolve customer related issues.
• Analyze, verify and purchase countertops or custom items.
• Assist in achievement of proper mark up and margins on installation services and countertops.
• Obtain purchase orders and EPO's per policy, as needed.
• Issue credits for pricing and keying errors or price additional work per policy, as needed.
• Support efforts by all members to continuously improve departmental, location and company performance.

Supervisory Responsibilities

Typically, this position does not have any supervisory responsibilities.

Scope & Expectations

Language Skills: Ability to read, and interpret common business documents including reports, charts, graphs and diagrams. Ability to listen and communicate effectively with customers/clients in an effort to respond to common inquiries or complaints from customers/clients, members of the business community and public.

Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret graphs and diagrams.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk.

Working Conditions: Typical office environment. The noise level is usually moderate. Work shifts may vary from standard business.

Reports to: Operations Services Manager

Recruitment process may consist of any combination of phone, video and in person interviews.