Retail Service Representative

Retail Service Representative

Amarr, part of ASSA ABLOY—the global leader in opening solutions—is a premier manufacturer of residential and commercial garage doors. We are dedicated to delivering high-quality products and exceptional service to our customers. As we continue to grow, we are seeking a responsible, detail-oriented professional to join our team as a Retail Service Representative at our Lawrence, KS location. In this role, you will collaborate with team members to manage and support retail program transactions. You'll work closely with installers, Door Centers, retail associates, and customers to ensure world-class service, meet departmental goals, and achieve company objectives.

ESSENTIAL ACCOUNTABILITIES:

• Product Knowledge: Demonstrate proficiency with Amarr sectional door, operators, and retail programs by obtaining the latest training and certifications on Amarr Doors and Operators. Writes various reports involving retail orders.
• Communication: Achieves and maintains rapport with internal and external customers including installers, retail associates, Door Center team members and homeowners to give them the best possible service. Promptly and professionally responds to questions or issues from installers, service representatives, door centers, and retail customers via phone, email or chat.
• Work Order Management: Responsible for moving aged orders as assigned through the system to meet the contractual requirements of the retail customer. Responsible for training and following up with installers and retailers for the necessary documents or information required for processing. Communicates with the retail partners regarding any necessary product or financial changes necessary on existing orders in their assigned territories. Uses the company database, daily generated reports, email, and the telephone to retrieve the information required to process or research requests from the field.
• JDEdwards: Required use of Order Processing software to manage all Retail orders. Uses a web-based CRM database application. Amarr eTools Required knowledge of all eTool applications Provides quotes for retail customers. Guide retailers and contractors in using eTools and the Contractor Hub for efficient order processing and communication.
• Account Management: Manage and support Amarr's retail programs, mitigating and addressing consumer escalations and assisting with installer management when needed. Reports to Service Center Supervisor or Manager. Assumes other duties as assigned.

PHYSICAL REQUIREMENTS:

• Must be able to sit for extended periods of time. Prolonged use of keyboard and computer. Must be able to lift and carry up to 25lbs. periodically. Frequent use of fine motor skills for writing, and computer work.

MINIMUM QUALIFICATIONS REQUIRED (EDUCATION/EXPERIENCE/KNOWLEDGE/SKILLS):

• Excellent communication and interpersonal skills
• Minimum of two years customer service experience is required.
• Demonstrates a strong willingness to learn and adapt, with the ability to quickly grasp and retain product, policy, and procedural knowledge while effectively navigating available resources.
• Strong written and verbal communication skills are critical.
• Must be able to work well independently, under pressure, in a fast paced environment.
• Proven ability to prioritize and organize heavy call and administrative volume.
• Good math skills/aptitude and ability to figure markup/pricing for quoting in writing and on the phone.
• Must be able to type 30 WPM minimum.
• Must be proficient with various electronic communications media, such as email, phone, etc.
• Knowledge and experience with web applications and Microsoft Office (particularly Excel/Word/Outlook) preferred.
• Experience with Oracle (or similar database application) as a retail customer relations management (CRM) system a plus.
• High school diploma or equivalent required

Benefits include Medical/Dental/Vision, Paid Time Off, Paid Holidays from day one, tuition reimbursement, and a 401k plan (with an automatic 3% company contribution, regardless of your contribution after your first year of employment) among others.