Product Support Specialist

Product Support Specialist

Summary/Objective
The Product Support Specialist provides expert, customer-focused support for the company’s current and future product lines. This role collaborates closely with sales, marketing, customer service, and operations teams to ensure seamless product offerings and timely resolution of customer requests. The ideal candidate is a team player who demonstrates leadership, upholds company values, and contributes to the ongoing growth of the organization. This role also oversees the entire returns process for the Gofer Parts Division, coordinating with vendors, purchasing, product, and customer service/sales departments to ensure efficient and accurate handling of returns.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage and administer product related requests from Customers.
• Assist Customer Service department in identifying Customer needs.
• Facilitate and/or support Customer Service with Product related case management.
• Review product related requests to identify trends and issues in Company’s product line
• Work with and assist Product Department in achieving solutions to above
• Assist Product Department with analysis when needed.
• Continual self-education on Product Line, (i.e.) attend OEM Classes when applicable.
• Accurately completes return shipping labels to be sent to the customer when applicable.
• Processes vendor credits against VRMAs and issues customer credits against RMAs.

Competencies

• Problem Solving/Analysis.
• Technical Capacity.
• Communication Proficiency.
• Personal Effectiveness/Credibility.
• Time Management.
• Presentation Skills.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work
This is a full-time position. The hours of work are Monday through Friday between 8:00AM to 6:00PM, 40 hours per week. Occasional evening and weekend work may be required as job duties demand.

Travel
May have some local travel during the business day. Occasionally, out-of-the-area and overnight travel may be required.

Required Education and Experience

• Customer Service Experience.
• Average to above knowledge of Product Line (Commercial Floor Care).
• Proficient with Microsoft Office.
• Proven ability to meet daily, weekly, monthly and long-term deadlines and goals.

Preferred Education and Experience
2 years of customer service experience in commercial floor care, automotive, hardware or aftermarket parts environment.

Additional Eligibility Qualifications

• Proven professional communication skills with customers and vendors.
• Attention to detail and strong organizational skills.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Pay: $16.50 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Work Location: Hybrid remote in Blackwood, NJ 08012

Salary : $17 - $18