Centralized After Sales Service Associate

Sink & Spout Centralized After Sales Service Team Member

Members of the Sink & Spout Centralized After Sales Service Team (CASST) work 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.

Essential Duties & Responsibilities

• 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
• Friendly, approachable demeanor
• 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.