B&K Support Representative II
MORSCO SUPPLY LLC

Job Info

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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 clean air and water to everyone. To learn more about our purpose and values, visit our career site at https://careers.reece.com/us/

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 Support Representative - Level II is to provide direct consultative support to Volume Builders in Bath & Kitchen Sales throughout the sales cycle, adding value to create customers for life. This includes: consulting for product substitutions and custom builds, tracking orders, communicating backorders, scheduling deliveries, troubleshooting issues, creating and updating sales orders, and participating in extensive product training with strategic partners. Most of the customer interactions will be by phone or email. This position requires up to 25% travel as needed for onsite consultations with Volume Builders and specialized training with strategic partners.

Key Responsibilities

• Serve as primary point of contact to the Volume Builder customer as well as the writer utilizing Salesforce and internal notes of the sales order.
• Troubleshoot customer inquiries, diagnose maintainence or installation issues and recommend customer solutions using technical knowledge of product requirements.
• Consult on and manage product substitutions and backorders by contacting vendors. Communicate all updates to the writer and the customer via Eclipse and phone.
• Attend customer events and specialized product training with strategic partners. Ongoing development of extensive product knowledge is crucial in this person being able to continue to execute at a highly proficient level with our customers.
• Create look books (Spec Books) as directed.
• Create and update sales orders in Eclipse based on substitutions or to manage backorders as needed.
• 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 and customer reviews of >4.5.
• Routinely share feedback with your leader, tracking trends of customer issues and communicating potential process improvements.

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

• Associates degree or higher
• 1+ years in hospitality, retail or wholesale service
• Proficient in Microsoft Suite of products

Preferred Qualifications

• More than 2-3 years of experience in similar industries in a customer service or selling role
• In depth technical knowledge and understanding of products in plumbing/appliances/hardware/lighting* can differ by department need

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.

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