Builder Support Representative

4 weeks ago

Fort Worth, Texas, United States Reece Group Full time
Job Summary

We are seeking a highly skilled Builder Support Representative to join our team at Reece Group. As a key member of our sales team, you will be responsible for providing exceptional customer service and support to our builders and customers. Your primary focus will be on assisting 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.

Key Responsibilities

Administrative
  • Maintain 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 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 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.
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 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.
Minimum Qualifications

What education and experience are required?
  • Associates 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

  • Ability to maintain the scheduled days and hours, including onsite presence at the assigned location as specified.
  • Lift up to 25 pounds on occasion, sitting and standing for extended periods.
  • 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.
  • Speaking, Speech Clarity, and Speech Recognition.
  • Writing, Reading and Written Comprehension, and Written Expression.
  • 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

We are committed to supporting our associates and their families with a variety of high-quality benefits. 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.
Voluntary Benefits
  • Vision.
  • Long-term Disability.
  • Voluntary Life and AD&D Insurance.
  • Additional Voluntary Benefits through Corestream.
Equal Opportunity Employer

We are an equal opportunity employer and 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.

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