Job 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
New Order Management
Factory Acknowledgements
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
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
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