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 clear air and water to everyone. To learn more about our purpose and values, visit our career site at https://careers.reece.com/us/
The 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
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
Following is a list of physical and mental requirements identified as necessary to achieve the essential functions of this role:
Attendance – Ability to maintain the scheduled days and hours, including onsite presence at the assigned location as specified.
Physical Capacities – Lift up to 25 pounds on occasion, sitting and standing for extended periods.
Operation of Office Equipment — 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.
Oral Communication Skills – Speaking, Speech Clarity, and Speech Recognition.
Written Communication Skills – Writing, Reading and Written Comprehension, and Written Expression.
Mental Capacities – 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.
Our commitment to excellent customer service is just part of our story. We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.
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
We're an equal opportunity employer and we 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.