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.

Full‑time

• 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.

• 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.

This position has no direct reports.

• 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.

• 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.

• Job operates in a professional climate‑controlled office.
• Job is sedentary – sitting most of the time, may involve walking or standing for brief periods of time.
• This role routinely uses standard office equipment such as phones, computers, photocopiers, scanners, fax machines.

• 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.