About this role
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.