Customer Support - Product Information Specialist
DAP is a market leading manufacturer of home repair and construction products, and they are seeking a Product Information Specialist. The role involves providing technical expertise to customers and sales representatives, assisting with product usage and complaints, and ensuring customer satisfaction through effective communication and support.
Responsibilities
- Provide technical expertise to customers, sales reps, and internal staff in area of proper product usage/application
- Arrange for customer reimbursement for defective products, assist in rectifying customer complaints, and arrange for investigations on specific user complaints
- Provide technical advice to customers
- Respond to phone, email, chat, and faxed inquiries regarding ‘how to use’ DAP products correctly
- Advise customer on how to correct the misuse of DAP products
- Supply technical data sheets, verbal advice, and safety data sheets to customers
- Respond to written, electronic and faxed correspondence regarding technical advice and user dissatisfaction
- Provide product use referrals (i.e., specify the correct product for architects, engineers, contractors, and end users)
- Rotating Saturday on Call Phone Support
- On-Call phone support. Each TCSR will be included in the standard rotating schedule with the requirement to provide on-call support (remotely) one Saturday each quarter
- Saturday assignments will be posted on a quarterly schedule, once published any changes require 24-hour notice and management approval
Skills
- Educational requirements are High School Diploma or bachelor's degree
- 0-3 years' experience in customer service
- Comfortable working in a fast-paced environment, multitasking is essential
- Strong interpersonal, conflict resolution, and written and verbal communication skills
- Ability to work effectively in stressful situations
- Detail oriented service and mature attitude when dealing with customers
- Industry experience and product knowledge a plus
- Knowledge of SAP system preferred but not required
Benefits
- Medical, Dental and Vision Insurance
- Company Provided Life Insurance
- Paid Time Off (PTO)
- Company-paid short-term and long-term disability
- 401(k) plans
- Employer-funded pension plan
- Tuition Reimbursement
Company Overview