Sr. Product Specialist

About the Role

The Senior Product Specialist role centers on researching and responding to product inquiries from trade, retail customers, and distribution agencies. The individual will deliver high-level service across phone, email, and in-person interactions, act as Tier 2 technical support, and assist with new product launch initiatives. Mentoring and training newer team members, collaborating with product managers, engineers, and sales managers, and participating in cross-functional meetings are key aspects of the position. The specialist is expected to make independent decisions, handle both routine and complex situations, and continuously expand product knowledge. • Provide Tier 2 technical support to business partners. • Handle routine and non-routine product inquiries with limited supervision. • Communicate professionally via phone, email, and in-person with customers and internal teams. • Research and respond to general and technical product questions. • Collaborate with product managers, engineers, and sales managers to resolve complex issues. • Monitor all communication channels to ensure timely follow-up. • Ask qualifying questions to identify customer needs and prevent repeat contacts. • Address customer dissatisfaction with care and perseverance. • Make independent business decisions and manage multiple tasks. • Attend cross-functional meetings to support company initiatives. • Mentor and train new specialists, providing constructive feedback.

Key Responsibilities

• ▸tier2 support
• ▸product research
• ▸issue resolution
• ▸collaboration
• ▸mentor training
• ▸customer communication

What You Bring

Candidates must hold at least a high-school diploma, with a bachelor's degree preferred, and bring five or more years of customer-service experience, particularly with plumbing products. Proficiency with Delta’s systems such as SAP, Salesforce, TeamCenter, and Microsoft Office is required. • Respond positively to dynamic decision-making scenarios. • High school diploma required; bachelor’s degree preferred. • Minimum 5 years of customer service experience, preferably with plumbing products. • Advanced knowledge of Delta product lines. • Strong proficiency with Delta systems (SAP, Salesforce, TeamCenter, MS Office).

Requirements

• ▸sap
• ▸salesforce
• ▸teamcenter
• ▸ms office
• ▸high school
• ▸customer service

Benefits

Delta Faucet offers a culture recognized for equality, diversity, and work-life balance, along with comprehensive wellbeing benefits, retirement and tuition assistance, and resources for mental, physical, and financial health. Employees also have access to LinkedIn Learning, cross-company project opportunities, and employee-led resource groups that support social impact initiatives. The position is full-time, based in the United States, with a salary range of $23.80-$37.35 USD and may vary according to experience and location. Delta Faucet is an equal-opportunity and E-Verify employer committed to non-discriminatory hiring practices. • Comprehensive wellbeing benefits, retirement plans, tuition reimbursement, and incentive programs. • Access to LinkedIn Learning and internal cross-company project opportunities. • Participation in employee-led Business Resource Groups and paid volunteer day for charitable work.

Work Environment

Office Full-Time