Builder Support Representative

Reece•Fort Worth, TX

4d•Onsite

About The Position

The Builder Support Representative Level I assists the Outside Builder Sales team throughout the sales cycle, adding value and helping create long-term customer relationships. Most customer interactions take place by phone or email. The role supports customers by resolving problems, tracking and creating orders, communicating backorders, scheduling deliveries and installations, troubleshooting issues, and assisting with billing discrepancies. The representative maintains product knowledge and creates accurate product specifications; uses Eclipse to manage orders and backorders; works with vendors to obtain shipment and delivery updates; and communicates updates and solutions to customers and sales writers. The position also coordinates with builders, project managers, and construction superintendents, handles service tickets, follows company and showroom procedures, and completes assigned training. The role provides sales assistance when an outside sales team member is unavailable and delivers proactive post-sale support, including scheduling service calls and following up within one business day. Success requires clear and empathetic communication, effective prioritization and follow-through, collaboration, and product knowledge for showroom and plumbing products. The position requires onsite presence at the assigned location. Associates must be able to lift up to 25 pounds occasionally and sit or stand for extended periods.

Requirements

Associate degree or higher.
At least 1 year of customer service experience in a complex sales cycle in similar industries.
Proficiency with Microsoft Suite products.
Strong verbal communication skills, including the ability to convey information concisely.
Strong written communication skills and the ability to respond professionally and concisely by email.
Ability to remain composed and demonstrate urgency when addressing customer issues.
Ability to listen to understand customer concerns and demonstrate empathy.
Ability to communicate upward about trends and vendor issues.
Ability to collaborate with Sales Representatives, Showroom Consultants, and Network Consultants.
Ability to prioritize customers based on deadlines and manage time and resources efficiently.
Ability to structure and manage workload, including creating Salesforce tasks for follow-up items.
Strong understanding of products for showrooms and plumbing, and ability to use product knowledge to troubleshoot customer inquiries.
Ability to maintain scheduled workdays and hours, including onsite presence at the assigned location.
Ability to lift up to 25 pounds occasionally and sit or stand for extended periods.
Ability to operate office equipment, including computers and copiers, and perform tasks requiring near vision and manual dexterity.
Oral communication abilities, including speaking, speech clarity, and speech recognition.
Written communication abilities, including writing, reading, comprehension, and expression.
Mental capacities including achievement and effort, active listening, adaptability, analytical thinking, attention to detail, concern for others, cooperation, coordination, critical thinking, reasoning, dependability, independence, initiative, innovation, relationship maintenance, integrity, problem sensitivity, selective attention, self-control, service orientation, social perceptiveness, stress tolerance, support, and time management.

Nice To Haves

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.

Responsibilities

Maintain a full understanding of product lines and product nuances, and create complete, accurate specifications on demand.
Use Eclipse to manage backorders communicated by the writer through the calling queue.
Receive and execute purchase orders to meet customer needs.
Contact vendors for backorder ETA updates, communicate updates to the writer and customer, and provide solutions as needed.
Enter Service Now tickets for maintenance and technical issues.
Complete all assigned training within the given timeframe.
Schedule deliveries and installations.
Work with builders to reconcile billing discrepancies.
Coordinate deliveries and ETAs with project managers and construction superintendents.
Release products by their “need by” dates.
Follow company and showroom-level standard operating procedures.
Answer calls promptly, within three rings, and use Reece phone etiquette.
Own customer calls by troubleshooting issues and following up with updates until they are resolved.
Communicate clearly with customers and writers using internal notes in Eclipse and/or Salesforce.
Work with vendors to ensure shipment and delivery dates are met, and communicate changes to customers.
Achieve the Net Promoter Score target when implemented and online reviews above 4.5.
Share customer-issue trends and potential process improvements with the manager.
Provide sales assistance in place of an outside sales team member when that person is unavailable.
Provide post-sale service by scheduling service calls and following up on requests within one business day.
Proactively follow up to ensure deliveries and installations went well.
Perform other duties as assigned.