Door Program Coordinator

Job Description

Role and Responsibilities

Review all incoming F&I orders and communicates with Retailer on any insufficient information. Performs all order processing functions under established automation controls. Assist in Installing Dealer setup by collecting proper documentation from applying dealer. Monitor the timeliness of all open furnish & install orders to ensure lead-time compliance. Respond to all incoming furnish & install calls from Retailer, Customer, and Installing Dealer. Determine best method to resolve problems to ensure customer satisfaction and adhere to company policies. Ensure accurate costing for Retailer and Installing Dealer. Update Retailer on all open orders as required. Follow-up with installers on all open orders to ensure timely order completion. Maintain accurate file of all complete furnish & install orders. Research and reconcile Open AR / Unapplied cash issues. Maintain an accurate account of order correspondence. Obtain retail approval for all additional order requirements. Work with Sales center to ensure timely delivery of furnish & install product. Mail / fax sales literature and service information to customers. Provide follow-up with customer, retail store or dealer as necessary. Process and communicate order cancellations. Process and communicate any necessary credits or charge-backs according to procedure. Operate computer terminal to enter orders, advance order status, provide shipping / install dates and invoice orders. Provide installer / retail service over the telephone. Investigate and respond to installer / retailer order inquiries. Phone dealers / retailer / customers as required and provide requested assistance. Take, investigate and solve customer complaints. Interface with dealer / retailers to solve customer problems. Provide detailed explanation of company policy and procedures in respect to Furnish and Install issues. Other related duties as required.