Technical Product Specialist, Customer Service

Description

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

Requirements

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

Benefits

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

Training + Development

Interview process

Visa Sponsorship

Security clearance