Product Support Specialist

Carboline • Allen, TX

18h

About The Position

This role is responsible for providing accurate and prompt resolution of customer issues via phone, email, and chat. The specialist will also provide pricing, technical, and lead time information to support Territory Managers and serve as a subject matter expert by offering product recommendations and support to both internal and external customers. Key responsibilities include documenting and managing customer needs using Salesforce CRM and other software tools, maintaining ownership of accurate order processing and management, and validating inventory in LN to ensure accurate lead times and ship dates. The role also involves participating in cross-training to provide team coverage.

Requirements

• 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
• 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

Nice To Haves

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree