Sales Support Representative - Industrial

Customer Relations Team Leader

A leader in style, Signature Hardware provides high-quality, trending products for the kitchen, bathroom and more. Backed by a team of innovative, knowledgeable associates, our ever-growing brand excels at delivering an inspiring, customer-first shopping experience for those looking to turn their house into a home.

Driven to excellence through team collaboration and problem solving, the Signature Hardware Customer Relations team is dedicated to people first. Our passion to provide our customers with the highest level of service drives our decisions, while the importance of creating a positive culture for our team directs our approach. We are advocates of autonomy and respect.

Schedule: Monday- Friday 8 am - 5 pm plus an on call schedule once every three months

Pay: $18.71-29.92 based on experience

Responsibilities:

• Handle customer inquiries across phones, email, and chat
• Address and resolve customer complaints
• Manage refunds, and reimbursement submittals
• Adequately determine where queue assistance is needed and work within the team to determine coverage assistance
• Support compliance requirements (PCI, Health & Safety)
• Resolve open orders, locked orders, pending authorizations, fraud reviews, RMAs, and no inventory orders
• Process project orders, Wayfair orders, Ferguson PO reviews, and Build Console work
• Maintain priority support (Build tickets)
• Support social media, influencer, and new trade program requests

Qualifications:

• 1-3 years of sales and/or customer service experience is preferred.
• 1-3 of Pipes Valves and Fitting knowledge required
• Strong proficiency in Order Manager
• Proficient in Zendesk, Zendesk Talk
• Knowledge and experience with Signature Hardware products
• Understanding of Signature Hardware policies and procedures
• Strong communication skills
• Ability to organize, prioritize, delegate, and multi-task effectively
• Demonstrated initiative in problem-solving and process improvement
• Ability to embrace change with a positive attitude, including coaching and training others
• Ability to balance customer-facing tasks with project and operational responsibilities
• Proficiency in Microsoft Office software (Outlook, Word, Excel, PowerPoint, etc.)

At Signature Hardware, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

Pay Range: $18.71 - $29.92

This role is Bonus or Incentive Plan eligible.

Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.