Customer Engagement Sales Representative Sales - Inside Sales

Ignite Your Career At Builders Firstsource

Builders FirstSource is Americas largest supplier of building materials, value-added components, and building services to the professional market. The #1 name in our industry, we help make the dream of home ownership more achievable every day. At BFS, youll be equipped with all the tools, training, and resources you need, and youll be empowered to try new things, gain new experiences, and build a career with unlimited horizons.

Purpose

The Customer Engagement Sales Representative is a key player in providing exceptional support and resolving inbound inquiries across a wide range of areas via phone, chat, and email. From new and existing quote requests to customer complaints, safety and risk management concerns, human resources, indirect spend, vendor approvals, accounts payable and receivable, taxation, warranties, logistics, and real estate, this role requires agility and expertise in handling prompt resolution of complex issues. Strong communication and problem-solving skills must be used to effectively and efficiently address concerns, escalate critical issues when necessary, and maintain the brand and positive relationships with customers and other key stakeholders.

Essential Duties And Responsibilities

• Serves as the initial point of contact for a large volume of customer inquiries and issues, responding professionally and empathetically.
• Adeptly engages with customers answering a multi-line virtual phone system, direct online chat, and responding to email correspondence within established guidelines.
• Gathers initial information for material take-offs and special product requests through additional outbound customer engagement for appropriate hand-off to the market field sales teams.
• Initiates or receives communication from customers to follow-up on orders and inquiries as appropriate.
• Proactively initiates hand-off to field teams for in-depth customer follow-up, sales capture, or escalation resolution.
• Closes feedback loop on all cases and sales leads delivered to the field, detailing full lifecycle and resolutions.
• Escalates issues to senior level team lead or manager in a detailed and efficient manner.
• Escalates non-sales related inquiries to the appropriate departments to resolve customer issues and ensure a positive customer experience.
• Identifies customer inquiry trends and provides feedback to manager for process improvement.
• Develops in-depth and dynamic knowledge of the companys products and services and provides accurate information to customers.
• Maintains accurate records of customer interactions and resolutions.
• Follows communication procedures, guidelines, and policies while maintaining a positive brand image.
• Meets or exceeds established KPIs.
• Other duties as assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Minimum Requirements

Preferred Experience

Competencies

Work Environment / Physical Activity

At BFS, we want you and your career to be greater than what you ever could have expected. Our supportive, people-first culture will build you up and empower you to do more, be more, and become better every day. Join us and see whats possible when you can rise to new challenges, learn new skills, and add to your career tool belt every day.