Builder Support Representative

Reece USA · Fort Worth, TX · 2 wk ago

OTHRFull-time

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.
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.

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.
Collaborates with Sales Representatives, Showroom and Network Consultants.
Show empathy and urgency via phone.
Effectively manage 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.
Strong understanding of products for both showrooms and plumbing.
Use extensive product knowledge to troubleshoot customer inquiries.

Associates degree or higher.
1+ years in customer service role for a complex sales cycle in similar industries.
Proficient in Microsoft Suite of products.

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.
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, Stress Tolerance, Support, and Time Management.

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