Masco Corporation

Senior Product Specialist

Masco Corporation

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $24 - $37 per hour

Job Level

Senior

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicetechnical supportproduct researchproblem resolutioncommunicationmentoringtraining
Soft Skills
professional communicationdecision-makingperseverancecareconcernadaptabilityteam collaboration