ID#: 63ea972d0e2710012c67fa2df6740000
Category: Branch Leadership
Position Type: Full time

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/

Purpose                                                   

Reporting to the Director of Support Services, the primary responsibility of the Builder Support Manager is to manage the daily activities of the inside sales teams for volume builders to ensure remarkable service.  They will be the “go-to” within the physical space and serve as the role model for the team. This person will be responsible for ensuring success metrics are met/exceeded, having an enterprise mindset when making financial decisions, customer-first mindset living our values of doing the right thing, and providing strong oversight for the on-premise and remote team members ensuring continued development through coaching and training.

This is in addition to their responsibilities as a support person including problem solving, tracking orders, creating orders, communicating backorders, scheduling deliveries, trouble-shooting issues, and maintaining samples. Most of the customer interactions will be by phone or email.

Key Responsibilities –

LEADERSHIP

• Oversee the day-to-day performance of 10+ direct reports
• Inspire and motivate team to deliver remarkable service
• Hire associates who best exude our culture and values, providing new hire and on-going training to ensure success
• Identify areas for automation or efficiency
• Manage team member schedules, ensuring adequate coverage to meet service KPIs

OPERATIONS

• Working knowledge of customer service and inside sales requirements.
• Execute Eclipse tasks based on advance user capabilities.
• 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 calling queue.
• Maintain past due queues.
• Maintain cash box reconciliation
• Monitor rate card and contract utilization percentage not to exceed 20% manual overrides
• Manage/Monitor A/R Aging, ensuring the balance is not exceeding 30 days
• Achieve passing Branch Audit scores in applicable categories
• Convert quotes/purchase orders to orders
• 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.
• Successfully complete all assigned training within given timeframe.
• Manage shared calendar and book appointments as needed.
• Follow company & showroom level standard operating procedures.
• Provide support where needed to inside sales team members

CUSTOMER FOCUS

• Solve problems in the best interest of the customer and company.
• Schedule deliveries and installations ensuring the home is ready for installation.
• Interface with project managers and construction superintendents to coordinate deliveries, provide etas, etc.
• Release product as indicated by “need by” date or otherwise requested.
• Answer phones promptly (within three rings) using Reece phone etiquette.
• Own the call by trouble-shooting issues and following up with updates until resolved.
• Manage inbound post-sale service requests. Close the feedback loop by noting anything pertinent in Eclipse and/or Salesforce
• Provide clear communication to customer as well as writer utilizing internal notes section in Eclipse.
• In effort to be paperless and consolidate information, all email communication corresponding to a sales order should be maintained 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 Director, tracking trends of customer issues and communicating potential process improvements.

SALES

• Willingly assist all customers on phone as part of managing overflow delivering on the Reece customer promise.
• Provide post-sale service by scheduling service calls and following up on all those requests within 1 business day.
• Provide proactive post-sale service to ensure deliveries and installations went well.

Perform other duties as assigned

Key COMPETENCIES AND SKILLS REQUIRED

COMMUNICATION SKILLS

• Strong verbal communication skills with the ability to convey information concisely.
• Strong written skills in order to respond professional and concisely via email.
• Maintain composure and demonstrate urgency to give 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.
• Navigate conflict by diffusing and offering solutions.
• Collaborates with Volume Builder Sales openly

SELLING SKILLS

• Solution-based selling demonstrating value beyond order taking.
• Adopt Reece product & sales training.

TIME MANAGEMENT SKILLS

• 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.

Minimum Qualifications                        

• Associates degree or 3+ years in customer service role within an industry with complex sales cycle
• Proficient in Excel, Word, Outlook
• Demonstrated proficiency in supporting all B&K product categories
• For internal promotions, must have recommendation from manager

Preferred Qualifications                  

• Bachelor’s degree preferred
• 3-5 years in customer service role within an industry with complex sales cycle
• Experience managing a team or direct reports

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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