Product Support Specialist
About the role
The Technical Services team at Georgia-Pacific Building Products is dedicated to supporting our customers and partners with expert building product guidance and responsive warranty claims support. As a customer-facing group within the Innovations team, we collaborate across the business to deliver solutions that drive value and build trust.
What You Will Do
- Provide technical support for Georgia-Pacific Building Products (gypsum, structural panels, lumber)
- Manage inbound inquiries (phone calls and emails) from both internal and external customers
- Provide timely, accurate, data-based solutions
- Capture and enter accurate customer records into CRM
- Collaborate with team members and other departments for efficient issue resolution
- Process product warranty claims applying critical and economic thinking
- Communicate claim status updates to customers and resolve related issues
- Track and analyze claims data to identify trends and maintain accurate records
- Analyze data and provide insights on customer trends, product trends and claim trends
Who You Are (Basic Qualifications)
- Work experience in product support, claims processing, customer service, or similar
- Proficiency with Microsoft Office (Excel, Word, Outlook, Teams, PowerPoint)
- Strong written and verbal communication skills; able to prepare clear technical summaries and customer-facing status updates
- Able to travel up to 15%
What Will Put You Ahead
- Associate's degree
- Experience with Salesforce.com or similar CRM systems
- Background in commercial construction engineering, building science, product design, or technical consulting
- Claims management experience
- Data-analysis skills (Excel pivot tables, graph, and charts or equivalent)
At Koch companies, we are entrepreneurs
We openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions.
Our Benefits
- Medical, dental, vision, flexible spending and health savings accounts
- Life insurance, ADD, disability, retirement
- Paid vacation/time off, educational assistance
- May also include infertility assistance, paid parental leave and adoption assistance
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences and backgrounds. We are Military Ready and Second Chance employers.
Who We Are
As a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses.
Our Benefits
- Medical, dental, vision, flexible spending and health savings accounts
- Life insurance, ADD, disability, retirement
- Paid vacation/time off, educational assistance
- May also include infertility assistance, paid parental leave and adoption assistance
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences and backgrounds. We are Military Ready and Second Chance employers.