Customer Service Specialist: Order Tracking & Solutions

Reece USA; Fort Worth (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical and Dental Insurance

401(k) Plan

Paid Time Off

Parental Leave

Job summary

Reece USA is seeking a dedicated Customer Service professional to support Showroom and Network Consultants throughout the sales cycle. You will handle backorders, coordinate deliveries, and troubleshoot issues by phone or email.

You’ll use Eclipse and Service Now, contact vendors for ETA updates, and enter tickets to resolve maintenance or technical issues. Timely, clear communication to customers is essential.

Qualifications

• Associates degree or higher.
• 1+ years in hospitality, retail or wholesale service.
• Proficient in Microsoft Suite of products.

Responsibilities

• 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.
• 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.
• 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.
• 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

Skills

Verbal communication

Written communication

Problem solving

Time management

Empathy

Education

Associate degree or higher

Tools

Salesforce

Microsoft Office

Eclipse

ServiceNow

Job description

Reece USA is seeking a dedicated Customer Service professional to support Showroom and Network Consultants throughout the sales cycle. You will handle backorders, coordinate deliveries, and troubleshoot issues by phone or email.

You’ll use Eclipse and Service Now, contact vendors for ETA updates, and enter tickets to resolve maintenance or technical issues. Timely, clear communication to customers is essential.