Customer Sales Support

Reece Group•Austin, TX

10d•Onsite

About The Position

The Customer Sales Support Associate supports Showroom and Network Consultants by providing administrative, operational, and customer service assistance throughout the customer journey. The role supports showroom and branch operations, customer follow-up, order management, project coordination, and sales-team service. Most customer interactions take place by phone or email. The role does not have individual sales targets and provides hands-on learning and development as a foundation for potential future sales opportunities. The position focuses on delivering an outstanding customer experience, helping consultants and sales team members execute customer projects, learning products and processes, and developing toward future Showroom Consultant responsibilities through training, coaching, and demonstrated readiness.

Requirements

Associate degree or higher.
At least 1 year in hospitality, retail, customer service, administrative support, or wholesale service.
Proficiency with Microsoft Suite products.
Experience providing customer support, coordinating activities, or managing multiple priorities in a fast-paced environment.
Strong verbal communication skills and the ability to convey information concisely.
Strong written communication skills for professional, concise email responses.
Ability to listen for the core issue, demonstrate empathy, maintain composure, and communicate urgency to customers.
Ability to collaborate and build working relationships with customers, consultants, vendors, internal partners, and branch teams.
Ability to prioritize customer needs, manage time and resources, self-structure workload, and stay organized while handling multiple requests and responsibilities.
Ability to create Salesforce tasks for follow-up items.
Strong product understanding for showroom and plumbing products, and the ability to use product knowledge to troubleshoot inquiries.
Ability to identify issues, coordinate resources, develop customer-focused solutions, and use sound judgment when escalating concerns.
Ability to maintain scheduled workdays and hours, including onsite presence at the assigned location.
Ability to lift up to 25 pounds on occasion and sit and stand for extended periods.
Ability to operate computers, copiers, and other common office equipment; near vision and manual dexterity are required.
Oral communication abilities, including speaking, speech clarity, and speech recognition; written communication abilities, including writing, reading, comprehension, and expression.

Nice To Haves

More than 1 year of experience in customer service, administrative support, or a customer-facing role.
Experience solving problems and delivering exceptional customer experiences.
Strong technical aptitude and ability to learn software such as Salesforce.
Experience supporting sales teams, coordinating projects, managing orders, or working in a showroom, retail, hospitality, or service environment.
Demonstrated interest in professional growth and developing toward future sales opportunities.

Responsibilities

Manage backorders in Eclipse, contact vendors for ETA updates, and communicate updates and solutions to writers and customers.
Enter Service Now tickets for maintenance and technical issues.
Complete assigned training within the required timeframe.
Manage the invoice preview and accounts payable queues.
Schedule deliveries, installations, and service calls; release products by their need-by dates.
Maintain accurate customer records, order documentation, and follow-up activities in company systems.
Support showroom and branch operations through organization, coordination, and administrative assistance; follow company and showroom standard operating procedures.
Answer phones promptly using Reece phone etiquette and provide clear, professional communication to customers and writers through Eclipse internal notes.
Troubleshoot customer issues and follow up with updates until they are resolved.
Coordinate with vendors to help meet shipment and delivery dates and communicate changes to customers.
Conduct proactive follow-up on orders, deliveries, installations, and service-related requests.
Build positive customer relationships through responsiveness, professionalism, and attention to detail.
Work toward the stated Net Promoter Score goal once implemented and online reviews above 4.5; share customer issue trends, vendor issues, and feedback with the Manager and communicate potential process improvements.
Support Showroom and Network Consultants with customer projects, order management, service activities, customer communications, documentation, product research, and project coordination.
Provide post-sale service, following up on requests within one business day and helping ensure deliveries and installations are completed successfully.
Learn sales processes, products, and customer relationship management while developing readiness for future sales responsibilities.
Perform other duties as assigned.