Office Assistant

The Office Assistant position at Monmouth Millwork involves communication and logistics involving other staff members and customers. The Office Assistant works closely with the owners, other staff members, subcontractors, contractors, and customers. Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service. Maintains customer accounts and records of customer interactions, with details of inquiries, complaints, or comments. Manages installations, ensuring products and labor are scheduled on time to complete project on time and budget. Responsible for collecting final payment on day service is complete. Answers to owners regarding accounts receivables. Keeps knowledge of industry practices and products up to date. Uses knowledge of the specific product, service, or other assigned area of expertise to answer inquiries or forward to the appropriate personnel. Performs other related duties as assigned.

The Office Assistant must possess excellent verbal and written communication skills, excellent interpersonal and customer service skills, excellent organizational skills and attention to detail, strong analytical and problem-solving skills, strong supervisory and leadership skills. The Office Assistant must also be proficient with Microsoft Office Suite or related software. As customer issues arise, the Office Assistant must have excellent communication skills, including active listening. Must be service-oriented and able to resolve customer grievances, following through until issues are solved. The Office Assistant is required to have proficient computer skills, with the ability to learn new software. The Office Assistant must have knowledge of, or ability to learn, product, service, or area of customer service specialization.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift 70lbs. Members of our team load and unload windows and doors daily.

Daily Responsibilities Summary:

Purchasing 20% Checking all sales orders, submitting purchase orders to vendors, and checking order confirmations.

Receiving 10% Ensuring products are received accordingly, noting backorders, and notify the client.

Customer complaints 5% Directing complaints to the appropriate sales associate for resolution.

Installation management 15% Adjust orders after production measurements, notify the client of an install date and coordinate with the installer.

General Administration 20% Checking voicemails, emails, and phone answering. Charging clients for the completed projects. Ensuring the office is tidy and orderly by following checklists. Tasks as assigned by partners. Interface with vendors and service providers as needed.

Mail 10% Sending and Receiving mail and coordinating as required to the appropriate channel.

Data Entry 20% Order processing under the direction of the sales staff. Coordinating with CFO and bookkeeping – bill entry, etc.

Typical Hours:

Monday thru Friday 8-430pm

30 Minute lunch break

General Expectations

· First and foremost, clients are to be treated with respect. Clients are the lifeblood of any business and while we do not subscribe to “the customer is always right” philosophy, we do expect each client to be spoken to in a way that is respectful. Disrespecting a client is grounds for immediate dismissal.

· Be helpful. If someone calls help them, don’t give the first solution, give the solution that will best solve the issue. We need them to need us.

· Take the extra step. If you have a lead, call them, and discuss, if they don’t pick up, leave them a voicemail, email a follow up after the voicemail. Keep the conversation open. End every interaction with a question to keep the conversation going to close. The goal is not to check a box as done, but to sell the job. Checking a box is wasting your time and loses sales. Our mission is to be more helpful and pursue more than any other dealer out there.

· What is your tone? Is it a tone that states “I can help, I have the answer”? Is it a tone that states “You are keeping me from other things”? Attitude is everything when it comes to sales. Everyone has their own issues, but when it comes to working and servicing our clients that must be separated. We do well because we are different. We are the company that is engaged, excited to assist someone with their 1 window project to that million-dollar job. They all matter.

· Ask for help. If you are unsure, we are all here to work together and to help each other. If someone is overwhelmed, help them. In turn, if you are overwhelmed, ask for help. We are in this together.

· Be present. When we are here, we look to have fun and keep things casual. The exchange for that is the understanding that everyone be present and working towards the common goal of a positive environment that is committed to growth.

· Give time to clients. A client shouldn’t feel rushed or feel like they aren’t as important as someone else. Of course, we must direct conversations in a timely manner, but they should never feel as if they’re being pushed through a process.

· Work towards the money. When it comes to what matters and the way our schedules are arranged. We should always be working towards the money. Whoever is holding their credit card in the air gets first look. From starting a project to taking final payment, we must all work towards the money.

· We are never to turn away a client. If a client comes in as we are locking up, we are expected to assist them without making them feel awkward. This goes along with working towards the money. Taking a few minutes after we close if needed to assist a client is part of the expectation of the business.