Builder Support Representative

Morsco; United States; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical and Dental Insurance

401(k) Plan

Paid Time Off (PTO)

Parental Leave

Job summary

Morsco is seeking a dedicated Customer Service Representative in the United States. You will maintain product knowledge, assist customers with inquiries, and ensure timely follow-up to enhance customer satisfaction.

Candidates should possess a strong background in customer service with at least 1 year in a similar role, and be proficient in Microsoft Office and Salesforce. Morsco offers a supportive environment with robust career development opportunities.

Qualifications

• 1+ years in customer service role for a complex sales cycle in similar industries.
• Strong understanding of products for both showrooms and plumbing.
• Ability to troubleshoot customer inquiries effectively.

Responsibilities

• Maintain product knowledge and create accurate specifications.
• Answer customer calls promptly and manage inquiries.
• Assist with sales and service calls as needed.

Skills

Verbal communication

Written communication

Time management

Problem solving

Education

Associate's degree

Bachelor's degree (preferred)

Tools

Microsoft Suite

Salesforce

Job description

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/

Key Responsibilities

Administrative

• Maintain full understanding of product lines, nuance to products, and create complete, accurate specifications on demand.
• Utilize Eclipse to manage backorders and receive and execute purchase orders on behalf of customers.
• Manage backorders by contacting vendors for updates on ETAs and communicate to the writer and the customer.
• Enter Service Now tickets for maintenance and technical issues.
• Successfully complete all assigned training within the given timeframe.
• Schedule delivery and installation.
• 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 troubleshooting issues and following up with updates until resolved.
• Provide clear communication to the customer as well as the writer utilizing internal notes in Eclipse and/or Salesforce.
• Work closely with vendors to ensure product shipment/delivery dates are adhered to and communicate changes appropriately.
• Achieve Net Promoter Score (to be implemented) and online reviews of >4.5.
• Routinely share feedback with the 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 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 manage one’s time and resources to ensure that work is completed efficiently.
• 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.
• Use extensive product knowledge to troubleshoot customer inquiries.

Minimum Qualifications

• Associate’s 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.

Physical and Mental Requirements

• 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.
• 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.

Benefits

• Medical and Dental Insurance
• Flexible Spending Accounts and Health Savings Accounts
• Company‑paid Life Insurance
• Short Term Disability
• 401(k) Plan
• Paid Time Off (PTO) – plus paid holidays
• Parental Leave
• Vision
• Long‑term Disability
• Voluntary Life and AD&D Insurance
• Additional Voluntary Benefits through Corestream

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.

At Reece, we are dedicated to helping our customers build a stronger, safer, and more comfortable future. With over 100 years of customer‑first focus, we empower our people to make an impact every day. Whether you’re helping our trade customers with essential products or supporting our network from the Dallas‑based Support Center, you’ll be part of a team that thrives on innovation, collaboration, and a “get it done” attitude. Join us in improving lives through expert service, quality products, and a commitment to excellence across the plumbing, HVAC, Bath+Kitchen and waterworks industries.