Customer Sales Support

Reece•Austin, TX

8d•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 through customer follow-up, order management, project coordination, and assistance to the sales team. Typical duties include problem solving, tracking orders, communicating backorders, scheduling deliveries and installations, and resolving customer issues, primarily by phone and email. The position has no individual sales targets and offers hands-on learning and development as a foundation for potential future sales opportunities. The role is intended to deliver an outstanding customer experience, support effective showroom and branch operations, help consultants and sales team members execute projects and service, and build knowledge of products, systems, and processes. Through training, coaching, and demonstrated readiness, the associate may develop toward a future Showroom Consultant role. The position requires onsite presence at the assigned location. Physical requirements include occasionally lifting up to 25 pounds and sitting or standing for extended periods. The associate operates office equipment, including computers and copiers, and uses near vision and manual dexterity. The role also requires oral and written communication abilities and a range of mental capacities including active listening, adaptability, analytical and critical thinking, attention to detail, dependability, service orientation, stress tolerance, and time management.

Requirements

Associate degree or higher.
At least 1 year of experience in hospitality, retail, customer service, administrative support, or wholesale service.
Proficiency in 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, including professional and concise email responses.
Ability to maintain composure, demonstrate urgency and empathy, and listen to understand customer issues.
Ability to communicate effectively with customers, consultants, vendors, and internal partners.
Ability to prioritize customer needs and manage multiple customer requests, orders, and administrative responsibilities.
Ability to structure workload independently and create Salesforce tasks for follow-up items.
Strong product understanding for showroom and plumbing products, with 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 collaborate with sales representatives, showroom and network consultants, branch teams, and external partners.
Ability to maintain scheduled days and hours, including onsite presence at the assigned location.
Ability to occasionally lift up to 25 pounds and sit or stand for extended periods.
Ability to operate common office equipment, including computers and copiers, and meet the role's near-vision and manual-dexterity requirements.

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

Use Eclipse to manage backorders in the calling queue, contact vendors for ETA updates, communicate updates to writers and customers, and provide solutions as needed.
Enter Service Now tickets for maintenance and technical issues.
Complete assigned training within the specified timeframe.
Manage the invoice preview queue and AP queue.
Schedule deliveries and installations, and release products according to 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, following company and showroom standard operating procedures.
Answer phones promptly, following Reece phone etiquette, and take ownership of customer issues through resolution and follow-up.
Communicate clearly with customers and writers, using Eclipse internal notes as appropriate.
Work with vendors to help ensure shipment and delivery dates are met and communicate changes to customers.
Proactively follow up with customers about orders, deliveries, installations, and service requests.
Build positive customer relationships through responsiveness, professionalism, and attention to detail.
Achieve the Net Promoter Score target when implemented and online reviews above 4.5.
Share customer feedback and issue trends with the Manager and communicate potential process improvements.
Support Showroom and Network Consultants with customer projects, order management, and service-related activities.
Schedule service calls and follow up on service requests within one business day.
Provide proactive post-sale service to ensure deliveries and installations are completed successfully.
Assist the sales team with customer communications, documentation, product research, and project coordination.
Learn sales processes, products, and customer relationship management to develop readiness for future sales responsibilities.
Perform other duties as assigned.