Customer Support - Product Information Specialist

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

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

DAP is a market leading manufacturer, innovator and marketer of home repair and construction products including caulks, sealants, spray foam insulation, adhesives, and patch and repair products. It was founded in 1865, and is headquartered in Baltimore, Maryland, USA, with a workforce of 501-1000 employees. Its website is http://www.dap.com/.

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