Customer Support - Product Information Specialist

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