Builder Support Representative
2 days ago
We are seeking a highly skilled and motivated Builder Support Representative to join our team at Reece Group. As a key member of our sales team, you will play a critical role in supporting our outside sales team in the sales cycle, adding value to create customers for life.
Key Responsibilities:- 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.
- 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.
- 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.
- 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.
We offer a competitive salary and benefits package, including medical and dental insurance, flexible spending accounts, company-paid life insurance, short-term disability, 401(k) plan, paid time off, and parental leave. We are an equal opportunity employer and welcome diversity and inclusion.
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