Seasonal Delivery and Installation Coordinator

Description

OVERVIEW:

The Delivery and Installation Coordinator is responsible for providing exceptional customer service while organizing and executing complex tasks in a fast-paced sales environment. They will sell, coordinate, and schedule the delivery/installation of goods and services purchased via our website, by phone and in the garden center. They will provide effective coordination and communication between customers, subcontractors, internal partners, and delivery drivers to ensure that customers receive the correct products and services ordered in the timeframe promised. The Delivery and Installation Coordinator will work February/March through mid-October.

RESPONSIBILITIES:

DEPARTMENT SPECIFIC TASKS

• Maintain a courteous & pleasant manner while organizing and executing the coordination of services, deliveries, and installations in a fast-paced sales environment.
• Efficiently process orders for the sale and delivery/installation of bulk soil and mulch, plants, and hard goods. Manage online order system as well as process phone and in person orders from our Lebanon location, answer customer questions, and maintain schedules and records.
• Ensure timely referrals to outside contractors for planting projects beyond the scope of our installation team.   
• Execute outreach for spring pre-season as well as soil and mulch delivery promotions to our existing customer base.
• Schedule deliveries, maximize sales volume and manage customer wait time based on the availability of trucks and drivers.
• Monitor each order as it moves through the supply chain – coordinate with Sales Associates, Receivers and Operations teams to ensure that materials are pulled, tagged in the holding area, maintained, and prepared for delivery in a timely manner so customers can be updated if problems or delays occur.
• Communicate the schedule regularly with customers so they are prepared to receive goods.
• Provide rapid, professional response to client complaints, partnering with the Operations Manager, escalating issues, and taking appropriate partners to ensure resolution.
• Collaborate with Inventory Control and Vermont stores on rapid transfer of products to and from Lebanon from Vermont locations needed for delivery, installation, or special orders
• Ascertain that transactions involving customers are expeditiously and efficiently processed. Collect payment and complete each transaction in line with enacted principles and procedures.  Ensure that all credit card data is protected according to appropriate regulations.
• Remain up to date and familiar with all POS procedures including issuing credits and refunds, on-line free shipping transactions, follow-up on special orders, payments on account, AR and wholesale customer transactions and our design and delivery program offers.
• Additional duties as needed including, but not limited to, answering phones, inside sales and cashiering, performing other duties as needed and coordination with peers in other stores.

OVERALL GSC RETAIL

• Cultivate a deep knowledge of the products and services that we sell.  Remain current on industry, store and company recommendations and offers for earth friendly gardening solutions.
• Remain current on and able to inform customers of all retail division promotions and offers, events and educational opportunities.
• Cultivate an understanding of our customers, what they are looking for and how we can meet their needs.
• Maintain a professional appearance, always including company uniform compliance.
• Adhere to all company policies as outlined.
• Must be present and punctual for all assigned shifts, work a flexible schedule when needed, including evenings, holidays, and weekends.

Qualifications

JOB REQUIREMENTS:

• 3 years direct customer service experience required.
• Excellent customer service skills, including very positive attitude; ability, patience, and enthusiasm to research solutions to help solve customer problems or answer questions.
• Ability to stay organized, focused and calm in a fast-paced environment.
• Ability to use Google Calendar, Internet search engine, email, Microsoft Word, and Excel required.
• Strong problem-solving skills - Ability to juggle multiple priorities while maintaining a high level of accuracy.
• POS/ Cash Register experience required and proficiency with computerized POS system.
• Intermediate plant and gardening knowledge and Passion for gardening required.
• Ability to occasionally lift up to 30 lbs.
• This position requires regular shifts of 8 hours or longer standing on hard surfaces with regular lifting. May also require assistance with some delivery and installation work as needed.