Builder Support Representative

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  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 Responsibilities ADMINISTRATIVEMaintain 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 install

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 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 Salesforce 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.

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 assigned

Key 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 Consultants Ability 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 deadlines

Self-structure to manage workload, creating tasks in Salesforce for follow-up itemsPROBLEM SOLVINGStrong understanding of products for both showrooms and plumbing

Ability to use extensive product knowledge to troubleshoot customer inquiries

Minimum Qualifications What education and experience are required?

Associates degree or higher1+ 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 Following is a list of physical and mental requirements identified as necessary to achieve the essential functions of this role:

Att…