Job Description

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

SKILLS

• 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

WILLS

• 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

QUALIFICATIONS

• 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