Order to Delivery Specialist

Description

JOB OVERVIEW

The Order Specialist is responsible for the placement of all order types, including, Direct and Foreign orders, and orders with upfitting, across all manufacturer lines.

The Order Specialist is responsible for the order from the time of its receipt in VOA to Acknowledged status. The Order Specialist must be able to meet the established turnaround times and accuracy standards, while following departmental policies and procedures.

KEY RESPONSIBILITIES

• Receive all paper orders and log in to VLO Tracking
• Scan all paper orders into FileNet.
• For all order types :
• Edit orders for required information.
• Send buckslip if necessary and follow-up.
• Place order in Vehicle Builder
• DP orders with requested diversion point
• Review and resolve Wheels order rejects.
• Review and resolve Factory rejects.
• Check factory acknowledgements and confirmations for all orders.
• Process Order Change / Cancellation / Diversion Point Change Requests
• Monitor VLO Lite queue for orders requiring DP Bucks
• Send DP Buck if necessary.
• For direct orders, responsible for all the above, in addition to special procedures in place for ordering of Canada, Puerto Rico, and all other Direct purchases.
• For orders with upfitting, review body po for accuracy before placing order.
• Possess a thorough understanding of product knowledge, fleet incentives, and retail rebates for cars and trucks.
• Communicate with the VSA team to resolve manufacturer / setup issues resulting in factory rejects or acknowledgement discrepancies.
• Support the VOA team effort to ensure that established performance standards are met.
• Support additional allocation types including Wheel Pool, Client Pool & Mfr Pool
• Respond to internal and external customer requirements.
• Demonstrate and utilize a thorough knowledge of the manufacturer’s systems and the interface to Wheels new vehicle order fulfillment applications.
• Demonstrate and utilize thorough knowledge of various Body PO types and delivery paths for Med / Heavy Duty truck ordering.
• Utilize Wheels Analytics for purpose of follow up and providing updates for team daily standups.
• Perform a periodic 60-day rotation on the Response Center serving as a technical expert on vehicle specifications, vehicle ordering, etc., as needed.
• Assist with calling dealers for collection of Delivery Dates as needed.
• Assist with User Acceptance Testing of new ordering-related systems or enhancements to current ordering applications.
• Other duties / Flex Staffing as assigned.

Required Applications :

Windows

Outlook

Filenet

Quest

Vehicle Builder

Factory Acknowledgements

VAM Directs

VLO Lite

Bulk Order

FleetView & DriverView

Internet (for placing certain foreign make orders)

SKILLS / COMPETENCIES

Clear written and oral communication skills

Detail & process oriented

Good organizational and time management skills

Perform various duties and adjust to changes in priorities.

Understanding of general office practices

EDUCATION and / or EXPERIENCE

High School degree required.

Minimum 2 years customer service experience

PHYSICAL DEMANDS

• Writing
• Typing on a computer
• Telephone usage
30+ days ago