Customer Engagement Sales Representative Sales - Inside Sales

Ignite your career at Builders FirstSource, America's 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, you'll be equipped with all the tools, training, and resources you need, and you'll 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. S trong 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 inquires 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 company's 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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

PREFERRED EXPERIENCE

COMPETENCIES

WORK ENVIRONMENT / PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 what's possible when you can rise to new challenges, learn new skills, and add to your career tool belt every day.

At Builders FirstSource, we offer competitive, affordable benefits designed to make life better for you and the people you love. Our goal is simple - provide great plans that help you and your family to live happier, healthier and more secure lives. To view all our benefit offerings click here www.bldrbenefits.com .

Builders FirstSource is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Builders FirstSource, please call (214) 765-3990 or email : ADA.Accommodation@bldr.com . Please do not send resumes to this email address - it is intended only to be used to request an accommodation in submitting an application for a job opening.