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Senior Product Specialist
Location
United States
Posted
126 days ago
Salary
$23 - $37 / hour
Seniority
Senior
Job Description
Senior Product Specialist
Masco Corporation
• Provide Tier 2 Technical Support to all business partners • Work under limited supervision handling both routine and non-routine situations or questions • Provide prompt, professional communication with external and internal customers, including Delta’s Contact Center, Rep agencies, sales, marketing, and engineering • Respond to telephone calls and emails that require product research, both general and technical • Partner with Product Managers, Engineers, and Sales Managers to help resolve more complex customer issues and concerns • Monitor all communication channels to ensure proper follow-up is done to resolve inquiries promptly • Ask qualifying questions to identify customer needs • Fully answer, and anticipate, the needs of our customers to prevent repeat communications • Address customer dissatisfaction with care, perseverance, and concern • Handle multiple tasks and make business decisions with little supervision • Attend cross-functional meetings as needed to support company initiatives • Mentor and train other specialists as needed during their onboarding or continuous learning, which may include reviewing their work and offering constructive feedback
Job Requirements
- High School diploma required
- Bachelor’s degree from a 4-year college or university preferred
- 5+ years of customer service experience, or equivalent combination of education and experience
- Prior experience working with plumbing products required
- Advanced, experienced knowledge of Delta’s product lines required
- Strong knowledge of Delta’s systems and procedures obtained through work experience
- Systems proficiency (examples: SAP, Salesforce, Team Center, and MS Office)
Benefits
- Comprehensive benefit plans; retirement, savings, tuition reimbursement, and employee incentive programs
- Resources for mental, physical, and financial wellbeing
- LinkedIn Learning access; internal opportunities to work on projects cross-company
- Four employee-led and self-directed Business Resource Groups
- Paid volunteer day annually; Employees share their time, skills and talent with charities and nonprofit organizations across the U.S. and around the globe.
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