Customer Service Retail Development Specialist

• Proactively engage Home Depot and Lowe’s ProDesk associates through outbound outreach and relationship development. 

• Build trusted relationships with ProDesk associates, store leadership, and district leadership. 

• Use active listening and effective questioning to understand store needs, identify opportunities, and tailor conversations appropriately. 

• Schedule and independently conduct virtual Product Knowledge (PK) sessions for retail associates. 

• Educate associates on James Hardie products, applications, differentiators, and selling opportunities. 

• Help associates confidently discuss and recommend James Hardie products to homeowners and contractors. 

• Maintain professional persistence when working with difficult-to-reach or initially resistant stores and associates. 

• Follow up after training and store interactions to reinforce product knowledge, strengthen relationships, and identify additional opportunities. 

• Partner closely with Outside Sales representatives to coordinate store outreach, opportunities, and follow-up. 

• Gather and communicate store-level feedback, competitive insights, and opportunities to internal partners. 

• Utilize CRM, communication, and productivity platforms to document activity, manage relationships, and maintain organized follow-up. 

• Support targeted campaigns and initiatives designed to increase James Hardie engagement and sales within retail locations. 

• 2+ years of experience in retail sales, account development, customer experience, relationship development, or a related field preferred. 

• Strong verbal, written, and presentation skills. 

• Demonstrated ability to build relationships and positively influence others. 

• Comfortable initiating outbound conversations and developing relationships with new contacts. 

• Confident presenting virtually to individuals and groups. 

• Strong active-listening and problem-solving skills. 

• Tech savvy with the ability to quickly learn and efficiently navigate multiple systems and software platforms. 

• Highly organized with strong follow-through and time-management skills.

• Self-motivated and comfortable working independently while collaborating with a broader team.  
• Resilient and able to adapt communication strategies when faced with resistance. 
• Experience within home improvement retail, building products, decking, railing, or a related industry is a plus. 

• Positive attitude with customer-focused attention to detail.
• Ability to operate effectively across multiple platforms.
• Excellent communication skills, attention to detail, and follow-through.
• Creative problem-solving attitude that engages others.
• Strong interpersonal, motivational, and relationship-building skills.
• Great organizational, multitasking, and time management skills.

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.