Builder Support Representative

Reece Supply Company; Fort Worth (TX); Presencial; USD 36.000 - 48.000; Jornada completa

Descripción de la vacante

Reece Supply Company in Fort Worth, TX seeks a Builder Support Representative Level I to assist the Outside Builder Sales team in the sales cycle. You will handle orders, track backorders, coordinate deliveries, and resolve billing discrepancies by phone or email.

The role emphasizes problem-solving, strong communication, and a customer-focused approach to create customers for life. On-site duties and training are provided.

Formación

• Associates degree or higher.
• 1+ years in customer service role for a complex sales cycle.
• Proficient in Microsoft Office Suite.

Responsabilidades

• Maintain understanding of product lines and create accurate specifications on demand.
• Manage backorders by contacting vendors for ETAs and communicate to the writer and customer.
• Enter ServiceNow tickets for maintenance issues, technical issues.
• Schedule delivery and install; coordinate with builders to reconcile billing discrepancies.
• Provide sales assistance when outside sales team member is unavailable.
• Follow up on post-sale service and billing discrepancies; communicate updates to customers.

Conocimientos

Verbal communication

Written communication

Time management

Problem solving

Team collaboration

Educación

Associates degree or higher

Bachelor's degree or higher

Herramientas

Microsoft Office

Salesforce

Eclipse

ServiceNow

Descripción del empleo

Who We Are

Working at Reece & Fortiline means being part of a growing global company that brings our purpose and values to life every day. We celebrate our team members living our values and provide opportunities to build a long and remarkable career. We're proud to support essential industries helping bring clean air and water to everyone. To learn more about our purpose and values, visit our career site at https://careers.reece.com/us/

The primary responsibility of the Builder Support Representative Level I role is to assist the Outside Builder Sales team in the sales cycle, adding value to create customers for life. This includes problem solving, tracking orders, creating orders, communicating backorders, scheduling deliveries, trouble‑sh‑outing issues, and assisting with billing discrepancies. Most of the customer interactions will be by phone or email.

Key Responsibilities

ADMINISTRATIVE

• Maintain a full understanding of product lines, nuances to products, and be able to create complete, accurate specifications on demand.
• Utilize Eclipse to manage backorders communicated by writer (calling queue).
• Receive and execute purchase orders on behalf of customer's needs.
• Manage backorders by contacting vendors for updates on ETAs and communicate to the writer and the customer. Provide solutions as needed.
• Enter Service Now tickets for maintenance issues, technical issues.
• Successfully complete all assigned training within given timeframe.
• Schedule delivery and install
• Work with the builder to reconcile billing discrepancies
• Interface with project managers and construction superintendents to coordinate deliveries, provide ETA, etc.
• Release products by "need by" dates
• Follow company & showroom level standard operating procedures.

CUSTOMER FOCUS

• Answer phones promptly (within three rings) using Reece phone etiquette.
• Own the call by trouble‑sh‑outing issues and following up with updates until resolved.
• Provide clear communication to customer as well as writer utilizing internal notes section in Eclipse and/or Salesforce
• Work closely with vendors to make sure product shipment /delivery dates are adhered to and communicate changes appropriately to the customer.
• Achieve Net Promoter Score ("to be implemented") and online reviews of >4.5.
• Routinely share feedback with Manager, tracking trends of customer issues and communicating potential process improvements.

SALES

• Provide sales assistance, acting in place of the outside sales team member if not available.
• Provide post-sale service by scheduling service calls and following up on all those requests within 1 business day.
• Provide proactive post-sale service to ensure deliveries and installations went well.
• Perform other duties as assigned

Key COMPETENCIES AND SKILLS REQUIRED

COMMUNICATION

• Strong verbal communication skills with the ability to convey information concisely.
• Strong written skills to respond professionally and concisely via email.
• Maintain composure and demonstrate urgency to give the customer confidence that their issue(s) can be resolved timely.
• Listen to understand the core issue and demonstrate empathy.
• Upward communication on trends, vendor issues, etc.

INTERPERSONAL

• Collaborates with Sales Representatives, Showroom and Network Consultants
• Ability to show empathy and urgency via phone.

TIME MANAGEMENT

• Effectively managing one's time and resources to ensure that work is completed efficiently.
• Ability to prioritize customers based on deadlines
• Self-structure to manage workload, creating tasks in Salesforce for follow-up items

PROBLEM SOLVING

• Strong understanding of products for both showrooms and plumbing
• Ability to use extensive product knowledge to troubleshoot customer inquiries

Minimum Qualifications

What education and experience are required?

• Associates degree or higher
• 1+ years in customer service role for a complex sales cycle in similar industries
• Proficient in Microsoft Suite of products

Preferred Qualifications

• Bachelor's degree or higher
• More than 1 year of experience in a similar customer service role
• Strong technical knowledge and ability to learn software such as Salesforce

Following is a list of physical and mental requirements identified as necessary to achieve the essential functions of this role:

• Attendance - Ability to maintain the scheduled days and hours, including onsite presence at the assigned location as specified.
• Physical Capacities - Lift up to 25 pounds on occasion, sitting and standing for extended periods.
• Operation of Office Equipment - Job requires operation of equipment common to office settings, including computers, copiers, and other office equipment, including Near Vision, Manual Dexterity, and working in proximity to equipment.
• Oral Communication Skills - Speaking, Speech Clarity, and Speech Recognition.
• Written Communication Skills - Writing, Reading and Written Comprehension, and Written Expression.
• Mental Capacities - Achievement/Effort, Active Listening, Adaptability/Flexibility, Analytical Thinking, At