Sales Support Representative

Reliance Worldwide Corporation

Position: Sales Support Representative

Reports To: Customer Service Manager

Location: Atlanta, GA

Company Description

Plumbing Matters. We make it better.

Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating, construction, and fluid technologies to make our customers' lives easier, while sustainably delivering unrivalled returns. We are publicly traded on the Australian Stock Exchange (ASX) and headquartered in Atlanta, Georgia, USA with regional headquarters in Brisbane, Australia and London, UK. Our global family of brands are driven to make a lasting impact - we are better for our planet, better for our people, and better on our commitments. We operate in 45 facilities across 20 countries. We're acquisitive and we're laser-focused on growth.

Role Profile

A Sales Support Representative's job is primarily to assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically.

Principal Responsibilities

• Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
• Process orders of all types
• Process Warranty and Courtesy Replacement orders
• Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
• Record details of actions taken
• Communicate and coordinate with our Internal Sales Representatives (ISR)
• Communicate directly with our Manufactures Rep Agencies
• Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
• Other duties as required

Essential Functions

• Ability to work in a team environment as well as being a self-starter of improvement projects
• Exceptional verbal and written communication skills
• Exceptional troubleshooting skills
• Must be able to communicate effectively, both verbally and in writing
• Must have the ability to work well within a business environment and the ability to multitask

Education, Knowledge, Skills and Expertise

• HS Diploma required, some college preferred
• Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
• Experience in Business Management Software (i.e. SAP) is preferred but not required
• Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
• Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.
• Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills.
• Ability to offer prompt, effective support to warehouse, plant and corporate office environments.

Working Conditions and Physical Demands

• This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations.
• Department is open from 7am - 6pm EST to accommodate service coverage for west coast. Must be able to work a regular 8 hour/ day schedule in that window. Minimal, if any, travel.
• Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.

Benefits Include

• Traditional and Roth 401k - with up to 4% company match
• Health insurance
• Dental insurance
• Vision insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Paid time off
• Tuition reimbursement
• Employee Stock Share Plan
• 100% paid 10-week maternity leave
• 100% paid 2-week paternity leave