Product Support Specialist

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., * 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.

OTHER:

• Complete all assigned training courses.
• Contribute to a safe and environmentally secure work environment for yourself, your coworkers, and our customers by following established safety procedures.
• Perform other duties as assigned, if qualified, to meet business demands.

Do you have experience in Zoom?, * 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., 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, Two-three years' previous experience in customer service. Bi-lingual a plus. Some college preferred.