Product Support Specialist

JOB DESCRIPTION

ROLE PURPOSE

Under the direction of the Senior Product Support Specialist , the Product Support Specialist delivers product support, resolves lower-level technical inquiries, and owns the accuracy of order entry, supporting Distributor Partners and Territory Managers. The Product Support Specialist owns the overall customer experiential journey.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Ensure accurate and prompt resolution of customer issues by phone, email and chat; escalating concerns internally as required Provide pricing, technical, and lead time information to support the Territory Managers
Serve as a subject matter expert by providing product recommendations and support to internal and external customers
Use Salesforce CRM and other software tools to document and manage customer needs and concerns Maintain ownership and accountability for accurate order processing and order management
Validate inventory in LN to ensure accurate lead times and ship dates
Participate in cross-training to provide coverage across all Product Support Specialist in the team


SKILLS

Customer-focused mindset with a commitment to responsive, high-quality support Strong technical aptitude with the ability to understand and apply product specifications according to application requirements
Extensive communication skills, with the ability to clearly convey technical and pricing information to internal teams and customers Proficiency in ERP order entry and CRM systems with a high level of accuracy and attention to detail
Ability to interpret inventory data to support accurate lead times, pricing, and customer commitments
Effective problem-solving skills with the ability to diagnose and resolve technical product inquiries
Ability to manage multiple priorities while maintaining accuracy in a fast-paced, deadline-driven environment Strong collaboration skills to effectively support Territory Managers and cross-functional teams Working knowledge of industrial products, engineered materials, or construction-related applications preferred

WILLS
Demonstrate professionalism, accountability, and integrity in all interactions and responsibilities
Maintain punctuality and reliability to support consistent team and operational performance
Adapt effectively to changing priorities and maintain composure in a fast-paced, dynamic environment
Adhere to all Fibergrate Composite Structures policies, procedures, and operational standards
Build and maintain productive, collaborative working relationships across teams and function

QUALIFICATIONS

An associate degree or higher is preferred. Experience with industrial or commercial building materials, engineered products, or similar technical product lines is preferred
Technical and mechanical aptitude in diagnosing and resolving product performance issues

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