Customer Sales Support

Reece Supply; Austin (TX); On-site; USD 25,000 - 33,000; Full time

Job summary

Reece Supply Company is seeking a Customer Sales Support Associate for the Bath + Kitchen Division in Austin, TX. You will support Showroom and Network Consultants with administrative tasks, order management, and customer service throughout the journey.

Interactions are primarily via phone or email. This role emphasizes learning and development with no individual sales targets, offering a path toward a future showroom consultant role through training and coaching.

Qualifications

• Strong verbal communication skills for phone and email interactions.
• Clear written communication to document customer notes and updates.
• Ability to collaborate with Showroom Consultants, vendors, and internal teams.
• Demonstrated empathy and urgency in resolving customer issues.
• Proactive follow-up with customers to ensure satisfaction and timely updates.
• Able to balance multiple tasks and prioritize effectively.

Responsibilities

• Utilize Eclipse to manage backorders and communicate ETA updates.
• Enter Service Now tickets for maintenance and technical issues.
• Schedule deliveries and installations, and release products by due dates.
• Maintain accurate customer records and order documentation; perform follow-ups.

Skills

Communication

Interpersonal skills

Time management

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/

Customer Sales Support - Bath + Kitchen Division

The primary responsibility of the Sales Support Associate role is to support Showroom and Network Consultants by providing administrative, operational, and customer service assistance throughout the customer journey. This position focuses on supporting showroom and branch operations, customer follow-up, order management, project coordination, and assisting the sales team to create customers for life. Responsibilities include problem solving, tracking orders, communicating backorders, scheduling deliveries, coordinating installations, and troubleshooting customer issues. Most customer interactions will be handled by phone or email. This role does not carry individual sales targets and is designed to provide a foundation for future sales opportunities through hands‑on learning and development.

Vision for the Role

• Deliver an outstanding customer experience.


• Support showroom and branch operations through effective customer follow-up, order management, and administrative coordination.


• Assist consultants and sales team members in delivering exceptional customer service and project execution.


• Learn our products, systems, and processes.


• Develop into a future Showroom Consultant through training, coaching, and demonstrated readiness.

Key Responsibilities

ADMINISTRATIVE

• Utilize Eclipse to manage backorders communicated by writer (calling queue).


• 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 and technical issues.


• Successfully complete all assigned training within given timeframe.


• Manage invoice preview queue and AP queue.


• Schedule deliveries and installations.


• Release products by "need by" dates.


• Maintain accurate customer records, order documentation, and follow‑up activities within company systems.


• Support showroom and branch operations through organization, coordination, and administrative assistance.


• Follow company and showroom‑level standard operating procedures.

CUSTOMER FOCUS

• Answer phones promptly (within three rings) using Reece phone etiquette.


• Own the customer experience by troubleshooting issues and following up with updates until resolved.


• Provide clear communication to customers as well as writers utilizing the internal notes section in Eclipse.


• Work closely with vendors to ensure product shipment and delivery dates are met and communicate any changes appropriately to customers.


• Conduct proactive customer follow‑up regarding orders, deliveries, installations, and service‑related requests.


• Build positive customer relationships through responsiveness, professionalism, and attention to detail.


• 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 SUPPORT

• Support Showroom and Network Consultants by assisting with customer projects, order management, and service‑related activities.


• 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 are completed successfully.


• Assist the sales team with customer communications, documentation, product research, and project coordination.


• Gain exposure to sales processes, products, and customer relationship management while developing readiness for future sales responsibilities.


• 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 customers confidence that their issues can be resolved in a timely manner.


• Listen to understand the core issue and demonstrate empathy.


• Communicate effectively with customers, consultants, vendors, and internal partners.


• Provide upward communication on trends, vendor issues, and customer feedback.

INTERPERSONAL

• Collaborates with Sales Representatives, Showroom Consultants, Network Consultants, and branch teams.


• Ability to show empathy and urgency via phone.


• Demonstrates a customer‑first mindset and willingness to support team success.


• Builds positive working relationships across departments and with external partners.

TIME MANAGEMENT

• Effectively manage time and resources to ensure work is completed efficiently