Door and Window Sales & Service Assistant (Administrative)

OBJECTIVE:

The assistant provides GREAT customer service while supporting the showroom sales team and clients. This role handles customer engagement, order management, service coordination, and dispatch support to ensure smooth operations. The goal is to deliver a seamless buying and service experience that builds strong, lasting customer relationships.  

DUTIES AND RESPONSIBILITIES:

Customer Service Coordination

• Provide GREAT customer service to all showroom visitors
• Welcome and assist customers with basic door and window inquiries, directing them to sales staff as needed
• Answer showroom phones promptly and professionally
• Make post-delivery follow-up calls to confirm customer satisfaction and address issues
• Make weekly reminder calls regarding warehouse pickups to help manage space and efficiency

Service & Warranty Support

• Manage service requests and coordinate with vendors for resolution
• Submit service issues through vendor portals, track progress, and update customers
• Schedule and confirm technician visits as required
• Maintain accurate records in vendor Order Management Software, ensuring requests are updated and closed correctly

Sales Support

• Follow up on customer quotes to encourage order conversion
• Monitor and respond to online leads and manufacturer portals, assigning them to sales staff or handling initial follow-up
• Assist with processing quote requests through Ashby's website

Logistics & Dispatch Coordination

• Collaborate with dispatch to schedule deliveries and redeliveries
• Review daily dispatch logs to ensure orders are ready for timely departure

QUALIFICATIONS:

• Strong communication skills and a customer-focused attitude
• High level of organization and attention to detail
• Proficiency with vendor service portals and Order Management Software
• Ability to work closely with the sales and dispatch teams
• Alignment with Ashby Lumber's GREAT customer service model
• Comfort with online forms, email communication, and digital lead assignments

PHYSICAL REQUIREMENTS:

• All mobility motions are required (standing, walking, sitting, stooping, kneeling, crouching, crawling, and climbing)
• Limited range of motion and physical activity occurring randomly for 8 or more hours per day

This job description in no way states or implies that these are the only duties to be performed. You will be expected to follow any other job-related instructions and to perform other job-related duties as requested by your Supervisor, the General Managers, or the Owners.

You will be evaluated based on your performance of the objectives, duties, and responsibilities listed in this job description, the accomplishment of other assigned tasks, and adherence to Ashby Lumber's Policies as outlined in the Employee Manual. Your supervisor or the Manager has the right to revise this job description at any time.

This job description is not a contract for employment, and either you or Ashby Lumber may terminate employment at any time, for any reason.