Product Support Specialist

Job Summary

The Product Support Specialist delivers high-caliber service and technical expertise to a diverse network, including customers, independent reps, engineers, architects, distributors, and internal sales teams. This role acts as a critical knowledge resource for technical product data, pricing, and logistics, while proactively resolving complex order challenges and customer grievances.

Essential Functions

• Order entry and processing
• Update CRM and ERP with current information and customer preferences
• Educate customers via phone and email regarding product features, usage guidelines and safety protocols
• Recommend complementary products based on individual client needs
• Resolve conflicts and negotiate with others for optimal resolution

Requirements

• Strong customer service skills
• Strong accountability and follow-through
• Strong organizational and time-management skills
• Attention-to-detail
• Maintain high standards of accuracy in all deliverables
• Establishing and maintaining successful relationships internally and externally
• Ability to learn and retain product specific information for ease in communicating features and benefits to others
• Ability to overcome resistance to change, adapt to change, and lead change
• Ability to give and receive constructive feedback
• Strong analytical, problem-solving and decision-making skills
• The ability to present and communicate information clearly both verbally and in writing

Physical Demands

• Digital dexterity and hand/eye coordination in operation of office equipment
• Ability to speak to and hear customers and/or employees via phone and in person
• Ability to be deskbound most of the day

Working Conditions & Environment

• Job operates in a professional climate-controlled office
• Job is sedentary – sitting most of the time, may involve walking or standing for brief periods of time
• This role routinely uses standard office equipment such as phones, computers, photocopiers, scanners, fax machines
• Technology Requirements: Computer literate with knowledge of all Microsoft Office Suite Customer Relationship Management (CRM) Software: Salesforce Enterprise Resource Planning (ERP) System: Datacor Microsoft Outlook Fax Software Instant Messaging Video conferencing software – Teams, Zoom

Education & Certification

• Two-three years’ previous experience in customer service
• Bi-lingual a plus
• Some college preferred