Order Retention Specialist

Enthusiastautoholdings; Wadsworth (OH); On-site; USD 40,000 - 60,000; Full time

Job summary

An automotive company in Wadsworth, OH is seeking an Order Retention Specialist to minimize cancellations and enhance customer satisfaction. This strategic position requires strong communication, problem-solving abilities, and a passion for European cars. You'll proactively manage order backlogs, provide creative solutions, and work cross-functionally with departments to ensure customer satisfaction. Ideal candidates have excellent negotiation skills and experience with CRM software, fostering a positive customer experience and achieving retention targets.

Qualifications

• Exceptional verbal and written communication skills.
• Ability to turn a negative experience into a positive outcome.
• Experience with computer skills and CRM software.
• Desire to help customers with grit and persistence.
• Knowledge of European cars and parts preferred.

Responsibilities

• Monitor the order backlog and implement 'save' plans.
• Offer alternative products for delayed orders.
• Resolve complex complaints and negotiate solutions.
• Manage customer interactions via phone, email, and chat.
• Collaborate with Sales and Fulfillment on order updates.

Skills

Communication Mastery

Problem-Solving Prowess

Technical Proficiency

Empathy & Persistence

Automotive Knowledge

Tools

CRM software

Job description

Description

Order Retention Specialist

Wadsworth, OH Sales

Description

The Order Retention Specialist is a vital link between our customers and their product. Your primary mission is to minimize order cancellations and reduce customer churn by turning "no" into "yes." You will proactively manage the order backlog, identify potential friction points in the fulfillment process, and work directly with customers to provide creative solutions—such as alternative product suggestions—to ensure their project stays on track.

This is not just a support role; it is a strategic "save" position that requires high-level negotiation, empathy, and a deep understanding of our product offerings to maintain high customer lifetime value.

Schedule:

• Monday – Friday, 9:00am – 5:30pm

Key Responsibilities

• Proactive Retention: Monitor the order backlog to identify at-risk orders (e.g., long lead times or backordered items) and implement "save" plans to prevent cancellations.
• Strategic Substitution: Review delayed orders to identify and offer alternative in-stock products, minimizing wait times and ensuring customer satisfaction.
• Issue Resolution: Act as the primary point of contact for complex complaints and shipping delays, negotiating solutions that prevent returns or churn.
• Multi-Channel Communication: Manage high-volume customer interactions via phone, email, and live chat with a focus on persuasion and rapport-building.
• Cross-Functional Collaboration: Work closely with Sales, Purchasing, and Fulfillment departments to provide transparent updates to customers regarding order ETAs.

Required Skills and Qualifications

• Communication Mastery: Exceptional verbal and written skills with the ability to remain calm and professional during stressful situations.
• Problem‑Solving Prowess: Ability to think critically on the fly to turn a negative customer experience into a positive brand win.
• Technical Proficiency: Strong experience with CRM software and general computer skills.
• Empathy & Persistence: A genuine desire to help fellow enthusiasts coupled with the "grit" required to meet retention targets.
• Automotive Knowledge: A passion for European cars and a general understanding of automotive parts is highly preferred to effectively suggest alternative solutions.

What Success Looks Like:

• Ensuring that all orders in the backlog have been reviewed, and alternative products are being suggested in order to reduce overall cancellation rate while improving customer experience.
• Identifying root cause and developing plans to limit repeat issues.

Requirements

• Retail Experience
• Deep understanding of automotive systems (braking, suspension, etc.)
• Positive and upbeat attitude
• Excellent computer and data entry skills

We are looking for a candidate that is highly motivated, driven, customer centric, strong skills in communication. To be successful you must fulfill and promote our core values of communication-transparency-trust-collaboration-respect, and able to take/receive constructive feedback.