Builder Support Representative

Morsco; Tempe (AZ); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical & Dental Insurance

FSA/HSA

Life Insurance

Short-Term Disability

401(k)

PTO & Holidays

Parental Leave

Vision

Long-Term Disability

AD&D

Corestream Benefits

Job summary

Reece USA in Tempe, AZ is seeking a Builder Support Representative Level I to assist the Outside Builder Sales team throughout the sales cycle, solving problems, tracking and creating orders, and coordinating deliveries.

You will communicate with vendors and project managers via phone and email, reconcile billing discrepancies, and ensure timely shipments and installations while delivering excellent customer service.

Qualifications

• Associates degree or higher.
• 1+ years in customer service in a complex sales cycle.
• Proficient in Microsoft Office and Salesforce.

Responsibilities

• Assist Outside Builder Sales team in the sales cycle and order processing.
• Track backorders, create orders, and communicate ETAs with writers and customers.
• Schedule deliveries and installations, and reconcile billing discrepancies.
• Enter service tickets and coordinate with vendors and project managers.
• Provide post-sale service and proactive issue resolution to customers.

Skills

Customer service

Communication

Problem solving

Time management

Education

Associates degree or higher

Bachelor’s degree or higher

Tools

Microsoft Office

Salesforce

Job description

Who We AreWorking 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-shooting issues, and assisting with billing discrepancies. Most of the customer interactions will be by phone or email.Key ResponsibilitiesADMINISTRATIVEMaintain 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 installWork with the builder to reconcile billing discrepanciesInterface with project managers and construction superintendents to coordinate deliveries, provide ETA, etc.Release products by “need by” datesFollow company & showroom level standard operating procedures.CUSTOMER FOCUSAnswer phones promptly (within three rings) using Reece phone etiquette.Own the call by trouble-shooting 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 SalesforceWork 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.SALESProvide 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 assignedKey COMPETENCIES AND SKILLS REQUIREDCOMMUNICATIONStrong 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.INTERPERSONALCollaborates with Sales Representatives, Showroom and Network ConsultantsAbility to show empathy and urgency via phone.TIME MANAGEMENTEffectively managing one’s time and resources to ensure that work is completed efficiently.Ability to prioritize customers based on deadlinesSelf-structure to manage workload, creating tasks in Salesforce for follow-up itemsPROBLEM SOLVINGStrong understanding of products for both showrooms and plumbingAbility to use extensive product knowledge to troubleshoot customer inquiriesMinimum QualificationsWhat education and experience are required?Associates degree or higher1+ years in customer service role for a complex sales cycle in similar industriesProficient in Microsoft Suite of productsPreferred QualificationsBachelor’s degree or higherMore than 1 year of experience in a similar customer service roleStrong technical knowledge and ability to learn software such as SalesforceFollowing 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, Attention to Detail, Category Flexibility, Concern for Others, Cooperation and Coordination, Critical Thinking, Deductive Reasoning, Dependability, Independence, Inductive Reasoning, Information Ordering, Initiative, Innovation, Maintenance of Relationships, Integrity, Oral Comprehension and Expression, Problem Sensitivity, Selective Attention, Self-Control, Service Orientation, Social Orientation, Social Perceptiveness, Stress Tolerance, Support, and Time Management.Our commitment to excellent customer service is just part of our story. We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.All full-time associates are eligible for the following benefits:Medical and Dental InsuranceFlexible Spending Accounts and Health Savings AccountsCompany-paid Life InsuranceShort Term Disability401(k) PlanPaid Time Off (PTO) - plus paid holidaysParental LeaveVoluntary benefits:VisionLong-term DisabilityVoluntary Life and AD&D InsuranceAdditional Voluntary Benefits through CorestreamWe're an equal opportunity employer and we welcome diversity and inclusion! Reece USA is an Equal Opportunity Employer— Employer Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, and any other status protected by law.