Customer Service Representative-Bath + Kitchen

Morsco; United States; On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical and Dental Insurance

401(k) Plan

Paid Time Off (PTO)

Parental Leave

Vision

Short Term Disability

Long-term Disability

Job summary

Reece USA is seeking a Customer Service professional to support showroom and network consultants in the sales cycle, handling backorders, order tracking, deliveries, and post-sale follow-up. Most interactions are by phone or email, with emphasis on problem solving and timely communication.

Ideal candidates have strong communication, ability to troubleshoot, and familiarity with Salesforce. This full-time on-site role requires onsite presence at the assigned location and provides comprehensive

Qualifications

• Strong verbal and written communication skills.
• Ability to troubleshoot and resolve customer issues efficiently.
• Experience supporting showroom or sales teams is a plus.

Responsibilities

• Assist Showroom and Network Consultants in the sales cycle.
• Track orders, manage backorders, and communicate ETAs.
• Schedule deliveries and coordinate installs.
• Enter service tickets for maintenance or technical issues.
• Provide timely updates to customers and writers.

Skills

Communication

Interpersonal

Time Management

Problem Solving

Tools

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/

The primary responsibility of the Customer Service role is to assist Showroom and Network Consultants in the sales cycle, adding value to create customers for life. This includes: problem solving, tracking orders, communicating backorders, scheduling deliveries, and trouble-shooting issues. Most of the customer interactions will be by phone or email.

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, technical issues.
• Successfully complete all assigned training within given timeframe.
• Manage invoice preview queue and AP queue Schedule delivery and install 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-shooting issues and following up with updates until resolved.
• Provide clear communication to customer as well as writer utilizing internal notes section in Eclipse.
• 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 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

Preferred Qualifications

More than 1 year of experience in a customer service role Prefer experience in problem solving, customer facing roles Strong technical knowledge and ability to learn software such as Salesforce

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.

Benefits

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 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

Equal Opportunity Employer

We'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.

At Reece, we are dedicated to helping our customers build a stronger, safer, and more comfortable future.

Reece is an EEO/AA/Disability/Vets Employer.