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Retail Service Rep II
at Andersen Windows
Monroeville, PA

Retail Service Rep II
at Andersen Windows
Monroeville, PA

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We are looking to hire an outstanding Retail Service Rep II to help support the growth we are having in our Monroeville, PA office!


  • Focus is on providing customer service for delivery partners/customers.
  • Analyze customer information, identify, and recommend actions.
  • Process orders/requests.


  • Responds to customer (homeowner)/delivery partner requests/inquiries.
  • Processes complex orders/requests, with 100% accuracy from intake to filing.
  • Ensures customer management system is updated appropriately.
  • Clarifies, diagnoses, and resolves customer order issues.
  • Schedules appointments with homeowners.
  • Creates packets or other materials as required for sales fulfillment process.
  • Prepares customer correspondence.
  • Identifies and implements ways to improve overall level of service.
  • Communicates order fulfillment process information to internal delivery partners and provides customer/delivery partner feedback.
  • Administers programs, e.g. customer referral program.
  • May train others in office and customer service processes.
  • May create purchase orders, process payments or process receipts.


  • Responsible for intermediate to complex level tasks.
  • Generally standard procedures, but with exceptions.
  • Able to provide back-up to other team members.


  • Advanced knowledge of RbA products/ services.
  • Intermediate knowledge of customers/delivery partners.
  • Intermediate knowledge of retail processes within multiple RbA business functions.


  • Works under general supervision following defined procedures; requires some judgment in application.
  • Serve as a department/corporate project team member.


  • Advanced knowledge of technical and business tools.
  • Advanced understanding of order fulfillment process.


  • On occasion trains others on processes.
  • Assists employees.
  • High school diploma or equivalent plus 2-4 years work experience to include order processing work.
  • Demonstrated word processing, spreadsheet and general computer skills.
  • Strong phone etiquette & verbal skills to facilitate problem resolution.
  • Intermediate writing skills.
  • Able to determine customer needs and assist in resolving issues for assigned area.
  • Knowledge of Products/Services.
  • Persuasiveness
  • Time Management
  • Results orientation

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