Customer Service Representative

Ferguson is a wholesale distribution organization serving industries including commercial, HVAC, industrial, residential, and waterworks. The Customer Service Representative provides customer support by handling inquiries, resolving concerns, placing orders, supporting website users, and assisting Ferguson.com customers before and after orders.

Responsibilities:

• Effectively utilize Customer Relationship Management through Salesforce CRM and via phone
• Demonstrate excellent customer service by answering calls from internal and external customers for general information, addressing and resolving concerns or questions
• Identify and escalate priority issues to appropriate channels
• Placing orders via inbound phone calls
• Provide website support including troubleshooting issues and administer guidance on website features
• Provide both pre- and post-order support for our Ferguson.com customers
• Actively seek opportunities to enhance processes and improve customer satisfaction
• Contribute to achieving or surpassing team goals and targets
• Ensure stable internet when working remote
• Remote work cannot be used as a substitute for dependent care
• Use all Ferguson provided equipment in a dedicated workspace
• Adhere to company policies, procedures and guidelines related to customer service, data privacy and security

Requirements:

• 1-2 years of Trilogie experience and manual order placement
• Understanding of Ferguson blended products
• Must possess strong communication skills, including the ability to read, write, comprehend, and compose professional emails
• Able to manage time, priorities, and workload both independently and with supervision
• Demonstrate reliability, punctuality, and consistency
• Exhibit a high level of integrity and professionalism in all interactions
• Skilled in digital literacy including Microsoft Office, Salesforce experience a plus