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/.