JOB DESCRIPTION



ROLE PURPOSE



Under the direction of the Senior Product Support Specialist , the Product Support Specialist delivers product support, resolves lower-level technical inquiries, and owns the accuracy of order entry, supporting Distributor Partners and Territory Managers.

The Product Support Specialist owns the overall customer experiential journey.



ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure accurate and prompt resolution of customer issues by phone, email and chat; escalating concerns internally as required


• Provide pricing, technical, and lead time information to support the Territory Managers
  


• Serve as a subject matter expert by providing product recommendations and support to internal and external customers
  


• Use Salesforce CRM and other software tools to document and manage customer needs and concerns


• Maintain ownership and accountability for accurate order processing and order management
  


• Validate inventory in LN to ensure accurate lead times and ship dates
  


• Participate in cross-training to provide coverage across all Product Support Specialist in the team
  
  
  

• Customer-focused mindset with a commitment to responsive, high-quality support


• Strong technical aptitude with the ability to understand and apply product specifications according to application requirements
  


• Extensive communication skills, with the ability to clearly convey technical and pricing information to internal teams and customers


• Proficiency in ERP order entry and CRM systems with a high level of accuracy and attention to detail
  


• Ability to interpret inventory data to support accurate lead times, pricing, and customer commitments
  


• Effective problem-solving skills with the ability to diagnose and resolve technical product inquiries
  


• Ability to manage multiple priorities while maintaining accuracy in a fast-paced, deadline-driven environment


• Strong collaboration skills to effectively support Territory Managers and cross-functional teams


• Working knowledge of industrial products, engineered materials, or construction-related applications preferred
  

• Demonstrate professionalism, accountability, and integrity in all interactions and responsibilities
  


• Maintain punctuality and reliability to support consistent team and operational performance
  


• Adapt effectively to changing priorities and maintain composure in a fast-paced, dynamic environment
  


• Adhere to all Fibergrate Composite Structures policies, procedures, and operational standards
  


• Build and maintain productive, collaborative working relationships across teams and function
  

• An associate degree or higher is preferred.


• Experience with industrial or commercial building materials, engineered products, or similar technical product lines is preferred
  


• Technical and mechanical aptitude in diagnosing and resolving product performance issues