Product Support Specialist

Description

JOB SUMMARY

The Product Support Specialist delivers high-caliber service and technical expertise to a diverse network, including customers, independent reps, engineers, architects, distributors, and internal sales teams. This role acts as a critical knowledge resource for technical product data, pricing, and logistics, while proactively resolving complex order challenges and customer grievances.

ESSENTIAL FUNCTIONS

· Order entry and processing.

· Update CRM and ERP with current information and customer preferences.

· Educate customers via phone and email regarding product features, usage guidelines and safety protocols.

· Recommend complementary products based on individual client needs.

· Resolve conflicts and negotiate with others for optimal resolution.

OTHER:

· Complete all assigned training courses.

· Contribute to a safe and environmentally secure work environment for yourself, your coworkers, and our customers by following established safety procedures.

· Perform other duties as assigned, if qualified, to meet business demands.

SUPERVISORY RESPONSIBILITIES

This position has no direct reports.

Requirements

KNOWLEDGE, SKILLS & ABILITIES

· Strong customer service skills.

· Strong accountability and follow-through.

· Strong organizational and time-management skills.

· Attention-to-detail. Maintain high standards of accuracy in all deliverables.

· Establishing and maintaining successful relationships internally and externally.

· Ability to learn and retain product specific information for ease in communicating features and benefits to others.

· Ability to overcome resistance to change, adapt to change, and lead change.

· Ability to give and receive constructive feedback.

· Strong analytical, problem-solving and decision-making skills.

· The ability to present and communicate information clearly both verbally and in writing.

PHYSICAL DEMANDS

· Digital dexterity and hand/eye coordination in operation of office equipment.

· Ability to speak to and hear customers and/or employees via phone and in person.

· Ability to be deskbound most of the day.

WORKING CONDITION & ENVIRONMENT

· Job operates in a professional climate-controlled office.

· Job is sedentary – sitting most of the time, may involve walking or standing for brief periods of time.

· This role routinely uses standard office equipment such as phones, computers, photocopiers, scanners, fax machines.

TECHNOLOGY REQUIREMENTS

Computer literate with knowledge of all Microsoft Office Suite

Customer Relationship Management (CRM) Software: Salesforce

Enterprise Resource Planning (ERP) System: Datacor

Microsoft Outlook

Fax Software

Instant Messaging

Video conferencing software – Teams, Zoom

EDUCATION - CERTIFICATION

Two-three years’ previous experience in customer service. Bi-lingual a plus. Some college preferred.