Hours: 8AM to 5PM Monday to Thursday, 8AM to 4PM Friday.
Pay range $17.33 - $20.60 per hour.
Key Performance Responsibilities
The Sales Support Specialist will be successful in this role by consistently achieving the following outcomes:
- Warranty and Claims Support
- Ensure warranty requests are logged, tracked, and responded to within 24 hours, maintaining up-to-date status documentation and clear communication with dealers.
- Achieve an error rate of less than 2% in warranty documentation and follow-up communications.
- Sales Order Processing
- Accurately enter sales orders as a backup to the Dealer Support Team ensuring no disruption in order timelines or dealer experience.
- Assist in monitoring the job order queue to reduce backlogs during peak periods or staff absences.
- Administrative Task Execution
- Manage routine administrative functions (e.g., filing, supply ordering, meeting prep) with minimal oversight.
- Maintain internal tools, trackers, and templates with current information, supporting reporting needs and team visibility.
- Communication & Scheduling
- Professionally handle inbound calls and emails, routing to the correct destination on the first attempt.
- Customer Service & Dealer Engagement
- Maintain professional, clear, and helpful communication across phone, email, and other platforms, contributing to satisfactory dealer satisfaction ratings.
- Act as a helpful point of contact for Dealer Support Specialists by identifying gaps, assisting with order entry, and responding to time-sensitive needs.
- Build trust through timely follow-up, accurate information sharing, and a solution-oriented mindset.
- Cross-Functional Collaboration
- Anticipate team needs and proactively provide assistance that removes obstacles or improves workflow.
- Identify opportunities to improve processes and support continuous improvement within the Sales Admin team.
Qualifications & Required Competencies
- High school diploma or GED required; Associate degree in Business Administration preferred
- 2-3 years of experience in office administration, clerical support, or customer service
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Strong verbal and written communication skills
- Excellent attention to detail and organizational skills
- Ability to manage multiple tasks and shifting priorities in a fast-paced environment
- Demonstrates a proactive, service-oriented, and professional attitude
- Comfortable working independently and collaboratively as part of a team
Key Success Indicators
- Consistent adherence to timelines, quality expectations, and documentation protocols.
- Visible contribution to dealer satisfaction and reduced errors in support functions.
- High reliability and responsiveness in team-based tasks and escalations.
- Positive peer and manager feedback for professionalism, initiative, and communication.
Equal Opportunity Employer
James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie, TimberTech, AZEK Exteriors, Versatex, fermacell, and StruXure.
With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we're united by our purpose of Building a Better Future for All through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.