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.ResponsibilitiesProvide technical expertise to customers, sales reps, and internal staff in area of proper product usage/applicationArrange for customer reimbursement for defective products, assist in rectifying customer complaints, and arrange for investigations on specific user complaintsProvide technical advice to customersRespond to phone, email, chat, and faxed inquiries regarding ‘how to use’ DAP products correctlyAdvise customer on how to correct the misuse of DAP productsSupply technical data sheets, verbal advice, and safety data sheets to customersRespond to written, electronic and faxed correspondence regarding technical advice and user dissatisfactionProvide product use referrals (i.e., specify the correct product for architects, engineers, contractors, and end users)Rotating Saturday on Call Phone SupportOn-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 quarterSaturday assignments will be posted on a quarterly schedule, once published any changes require 24-hour notice and management approvalSkillsEducational requirements are High School Diploma or bachelor's degree0-3 years' experience in customer serviceComfortable working in a fast-paced environment, multitasking is essentialStrong interpersonal, conflict resolution, and written and verbal communication skillsAbility to work effectively in stressful situationsDetail oriented service and mature attitude when dealing with customersIndustry experience and product knowledge a plusKnowledge of SAP system preferred but not requiredBenefitsMedical, Dental and Vision InsuranceCompany Provided Life InsurancePaid Time Off (PTO)Company-paid short-term and long-term disability401(k) plansEmployer-funded pension planTuition ReimbursementCompany OverviewDAP 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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