Senior Product Specialist
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Job Description
Senior Product Specialist at Delta Faucet providing Tier 2 Technical Support to business partners. Handling customer inquiries and mentoring new employees with a focus on plumbing products.
Responsibilities:
- 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
- When faced with dynamic decision-making, respond positively
- Strong desire to learn about past, present, and future products
- 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
- Other tasks and projects as assigned
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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