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/
Customer Sales Support - Bath + Kitchen Division
The primary responsibility of the Sales Support Associate role is to support Showroom and Network Consultants by providing administrative, operational, and customer service assistance throughout the customer journey. This position focuses on supporting showroom and branch operations, customer follow-up, order management, project coordination, and assisting the sales team to create customers for life. Responsibilities include problem solving, tracking orders, communicating backorders, scheduling deliveries, coordinating installations, and troubleshooting customer issues. Most customer interactions will be handled by phone or email. This role does not carry individual sales targets and is designed to provide a foundation for future sales opportunities through hands-on learning and development.
Vision for the Role
- Deliver an outstanding customer experience.
- Support showroom and branch operations through effective customer follow-up, order management, and administrative coordination.
- Assist consultants and sales team members in delivering exceptional customer service and project execution.
- Learn our products, systems, and processes.
- Develop into a future Showroom Consultant through training, coaching, and demonstrated readiness.
Key Responsibilities
ADMINISTRATIVE
- Utilize Eclipse to manage backorders communicated by writer (calling queue).
- 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 and technical issues.
- Successfully complete all assigned training within given timeframe.
- Manage invoice preview queue and AP queue.
- Schedule deliveries and installations.
- Release products by "need by" dates.
- Maintain accurate customer records, order documentation, and follow-up activities within company systems.
- Support showroom and branch operations through organization, coordination, and administrative assistance.
- Follow company and showroom-level standard operating procedures.
CUSTOMER FOCUS
- Answer phones promptly (within three rings) using Reece phone etiquette.
- Own the customer experience by troubleshooting issues and following up with updates until resolved.
- Provide clear communication to customers as well as writers utilizing the internal notes section in Eclipse.
- Work closely with vendors to ensure product shipment and delivery dates are met and communicate any changes appropriately to customers.
- Conduct proactive customer follow-up regarding orders, deliveries, installations, and service-related requests.
- Build positive customer relationships through responsiveness, professionalism, and attention to detail.
- Achieve Net Promoter Score (to be implemented) and online reviews of >4.5.
- Routinely share feedback with Manager, tracking trends of customer issues and communicating potential process improvements.
SALES SUPPORT
- Support Showroom and Network Consultants by assisting with customer projects, order management, and service-related activities.
- Provide post-sale service by scheduling service calls and following up on all requests within 1 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.
- Gain exposure to sales processes, products, and customer relationship management while developing readiness for future sales responsibilities.
- Perform other duties as assigned.
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 customers confidence that their issues can be resolved in a timely manner.
- Listen to understand the core issue and demonstrate empathy.
- Communicate effectively with customers, consultants, vendors, and internal partners.
- Provide upward communication on trends, vendor issues, and customer feedback.
INTERPERSONAL
- Collaborates with Sales Representatives, Showroom Consultants, Network Consultants, and branch teams.
- Ability to show empathy and urgency via phone.
- Demonstrates a customer-first mindset and willingness to support team success.
- Builds positive working relationships across departments and with external partners.
TIME MANAGEMENT
- Effectively manage time and resources to ensure work is completed efficiently.
- Ability to prioritize customer needs based on deadlines and business demands.
- Self-structure workload and create tasks in Salesforce for follow-up items.
- Maintain organization while managing multiple customer requests, orders, and administrative responsibilities simultaneously.
PROBLEM SOLVING
- Strong understanding of products for both showrooms and plumbing.
- Ability to use product knowledge to troubleshoot customer inquiries.
- Ability to identify issues, coordinate resources, and develop solutions that support customer satisfaction.
- Demonstrates sound judgment when escalating customer or operational concerns.
Minimum Qualifications
What education and experience are required?
- Associate degree or higher.
- 1+ years in hospitality, retail, customer service, administrative support, or wholesale service.
- Proficient in Microsoft Suite of products.
- Experience providing customer support, coordinating activities, or managing multiple priorities in a fast-paced environment.
Preferred Qualifications
- More than 1 year of experience in a customer service, administrative support, or customer-facing role.
- Experience in problem solving 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.
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:
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.
