Sr. Product Specialist

Masco • Carmel, IN

15h • $24 - $37 • Remote

About The Position

At Delta Faucet, we are committed to transforming everyday experiences with water through innovative products and exceptional service. As a leader in the plumbing industry, we take pride in our dedication to quality, sustainability, and customer satisfaction. We believe that diverse perspectives strengthen our mission to create solutions that inspire and elevate the lives of all our customers. We welcome individuals from all backgrounds to join us on this journey toward inclusivity and excellence.
Your role at Delta Faucet:
The Senior Product Specialist is responsible for researching and responding to product inquiries, typically from our trade and retail customers and agencies that distribute Delta Faucet products. The role requires an ambitious individual with a strong technical aptitude who enjoys working as part of a team, isn't afraid to take calculated risks, and enjoys learning something new every single day. This position requires a motivated individual who wants to ensure the best customer experience.
As a Senior Product Specialist, this individual is willing to mentor and train newer employees as well as work on additional projects as required. The Senior Product Specialist is an individual with advanced knowledge of Delta’s various products and brands as well as Delta’s operational systems and tools (SAP, TeamCenter, Salesforce, and others) that are used in this role.
You will be expected to provide a high level of service by communicating via multiple channels including (and not limited to) phone, email, and in-person.
The Senior Product Specialist will help with training activities for Customer Solutions, Contact Centers, and Rep Agencies as needed. You will communicate regularly with these groups by acting as Tier 2 Technical Support for product-related questions. You’ll also be a team member supporting new product development launches.
You will be provided with the tools necessary to expand your working knowledge of our products.

Requirements

• High School diploma required
• 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)

Nice To Haves

• Bachelor’s degree from a 4-year college or university preferred

Responsibilities

• 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

Benefits

• Culture: Recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Wellbeing: Comprehensive benefit plans; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Learning & Development: LinkedIn Learning access; internal opportunities to work on projects cross-company.
• Social Impact: 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED