Technical Product Specialist, Customer Service

Overview

Assist customers with product inquiries, troubleshooting, and technical support.

Key Responsibilities

• product recommendations
• technical support
• troubleshooting
• training delivery
• order management
• complaint entry

Tasks

-Make product recommendations based on customer requirements. -Ensure special instructions are clearly communicated in text with appropriate dates, initials, and buyer contacts. -Work with customers to troubleshoot and resolve product application issues. -Provide technical support during on site visits and virtual training. -Recommend and up sell products compatible with customer buying patterns and quotations. -Respond to customer inquiries for product or order information from email, phone, fax or EDI. Coordinate with local sales agent to resolve customer application issues. -Make additions and deletions to existing orders according to existing policy and procedure. -Develop and deliver ongoing product application training for customer service staff, providing technical tips to assist customers. -Answer customer inquiries through Bazaarvoice from our various distributors. -Enter customer/product complaints/claims into our Quality Form (QF) system. -Edit orders for correct sales and shipping information, and ensure proper price is applied.

Requirements

• customer service
• bilingual
• product knowledge
• technical support
• ms office
• degree

What You Bring

-In-depth customer service skills. Ability to problem solve and identify root cause. -Bilingual (Spanish) a plus. -In-depth product knowledge (product attributes and applications) in the Plumbing industry. -Previous experience in a technical support role. -Previous experience in a call center environment. -In-depth written and oral communication skills. Good listening and questioning skills. -PC Computer Proficiency: Word, Excel, etc. -In-depth emotional intelligence: behavioral maturity, demonstrated trust and integrity, high ethical standards, interpersonal competence and the ability to prevent, reduce and resolve conflict. -Undergraduate degree preferred

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Benefits

-Short-Term and Long-Term Disability income protection coverage at no cost to associates -Annual Discretionary Cash Profit Sharing -Market leading health insurance including medical, dental, vision, and life insurance offerings for associates and qualified dependents -Tuition reimbursement -Generous paid time off programs and paid company holidays to support flexibility and work-life balance -401(k) with competitive company match -Paid Maternity and Paid Parental Leave -Significant company contribution to Health Savings Account with a High Deductible Health Plan (HDHP) -A robust suite of complementary benefits to support associate well being

About Oatey Company

-The company specializes in solutions for both residential and commercial markets, delivering high-quality products like pipe repair materials, adhesives, and faucets. -Oatey’s product portfolio is designed to support a wide range of projects, from routine residential plumbing repairs to large-scale industrial applications. -Oatey’s longstanding reputation is rooted in innovation, constantly adapting to meet the evolving needs of the plumbing industry. -Oatey’s commitment to reliability and performance has made it a go-to provider for contractors and professionals across various sectors. -Through its decades of experience, Oatey has cultivated a deep understanding of the plumbing landscape, creating products that are trusted in both routine and critical applications. -Oatey’s growth trajectory is marked by strategic acquisitions, expanding its product offerings and geographic footprint across North America.

Sector Specialisms