Product Information Specialist

Benjamin Moore & Co•,

3d•$28 - $34•Hybrid

About The Position

The Product Information Specialist serves as a trusted technical resource for customers, retailers, contractors, architects, designers, and internal stakeholders. This role plays a critical part in delivering expert guidance on Benjamin Moore products, applications, coatings systems, and technical solutions while ensuring customer inquiries and product concerns are resolved accurately and efficiently. Through product expertise and customer advocacy, the specialist contributes directly to customer satisfaction, brand reputation, and business growth. Successful Product Information Specialists combine technical knowledge with exceptional communication and problem-solving skills. They excel at translating complex concepts into practical recommendations, maintaining current product expertise, and collaborating across departments to continuously enhance the customer experience. Note: This is a full time, hybrid position in Flanders, NJ. Monday- Thursdays are in office. Fridays are remote after successful training.

Requirements

Comfortable with handling a large volume of customer inquiries via phone and email.
Working knowledge of Windows, Office 365, and standard internet browsers.
Working knowledge of paint application and substrates.
Able to review and retain a large number of Standard Operating Procedures and best practices in a fast-paced environment.
Demonstrates high levels of professionalism and empathy when working with customers and colleagues.
Ability to be adaptive and apply critical thinking to customer concerns to provide exceptional customer service.
Comfortable with working in a recorded call environment and receiving monthly KPIs on performance.
Ability for hybrid work (80% in office, 20% remote).
Ability to maintain company equipment and a professional work environment in a remote setting.
Flexible schedule availability to accommodate business needs when required.
High School Diploma or equivalent.
3-5 Years of Benjamin Moore or competitive product knowledge.
Must be eligible to work in the U.S.

Nice To Haves

Ability to travel occasionally for audits, training or compliance-related meetings as needed.

Responsibilities

Provide best-in-class support and education to retailers, end-users, architects, and designers by offering product recommendations and proper usage guidelines via phone, email and chat.
Deliver tailored, comprehensive product education to meet specific needs, ensuring a clear understanding of the company's products, including their properties, applications, and benefits.
Collaborate with internal teams to ensure cohesive product messaging across all mediums, gather customer feedback for product improvement, and ensure compliance with industry standards and regulations, including environmental and safety considerations.
Ability to learn, retain and communicate complex technical information to customers.
Stay up to date on Benjamin Moore products and competitor offerings, utilizing this knowledge to support customer experience and company sales efforts.
Gathers detailed information through probing questions for optimal recommendations and thoroughly documenting customer complaints.
Promptly redirects calls beyond scope of knowledge to the appropriate personnel for sales, complaints, environmental/regulatory inquiries, etc., showcasing effective escalation skills.
Works independently while coordinating with colleagues and management to ensure thorough service coverage across all channels.
Utilize Copilot and The Paint Guru tools to support accurate and professional responses.
Other duties as assigned.