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.

Responsibilities

• 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

Requirements

• 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%

Qualifications

• 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)

Skills

• Technical support
• Claims processing
• Data analysis

Benefits

• Medical
• Dental
• Vision
• Flexible spending and health savings accounts
• Life insurance
• Disability
• Retail
• Paid vacation/time off
• Education assistance
• Infertility assistance
• Paid parental leave
• Adoption assistance

Pay

Compensation is commensurate with experience.

Schedule

Full-time position.