Builder Support Representative

2 days ago

Fort Worth, Texas, United States Reece Group Full time
Job Title: Builder Support Representative

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.
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:
  • 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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