Ready to Be the Go-To Expert? Join Fibergrate and Turn Technical Knowledge into Exceptional Customer Experiences.
Fibergrate Composite Structures, a division of RPM International (NYSE: RPM), is seeking a full-time Product Support Specialist. The Product Support Specialist delivers product support, resolves lower-level technical inquiries, owns the accuracy of order entry, while supporting Distributor Partners and Territory Managers. The Product Support Specialist owns the overall customer experiential journey. *this is not an IT support role
Fibergrate Structures was founded in 1966 with a single product that today is still our #1 seller and can be found on every continent around the world. From the beginning, we have offered engineered solutions that increase worker safety and provide extended product life cycles as compared to traditional building materials.
Sixty years later, we are still Building the World to Last®.
BENEFITS:
- Company PENSION!
- 401(k) matching
- Health, Dental, & Vision insurance
- Flexible spending account
- Life insurance
- Tuition reimbursement
ESSENTIAL DUTIES AND 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
SKILLS
- 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
- Working knowledge of industrial products, engineered materials, or construction-related applications preferred
WILLS
- 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
QUALIFICATIONS
- 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
PHYSICAL REQUIREMENTS:
While performing the duties of this job, the employee is regularly required to sit, stand, bend, and lift and/or move up to 25 lbs. The employee is frequently required to use hands to fingers, handle, or feel and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT:
The working conditions are normal for an office environment.
Want to know more about us? Visit our website at www.fibergrate.com
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Education:
Experience:
- Customer support: 3 years (Required)
- Product Technical Support: 3 years (Required)
Location:
- Allen, TX 75013 (Preferred)
Work Location: In person
