Job Description
Job Description
Job Title: Product Support Representative Department: Inside Sales
Reports to: Product Support Manager FLSA (Exempt / Non Exempt): Non Exempt
Job Summary: The Product Support Representative is the first point of contact for Customers, Field Technicians, Distributors and GPI’s domestic and Canadian outside distribution teams. Duties include: Responding to incoming phone calls and emails to address questions regarding product selection, specifications, applications, troubleshooting product, warranty evaluation, and any other issues regarding our products and processes to ensure callers feel supported and valued.
Job Details:
- Accountable for being logged into the phone system each workday during assigned timetable.
- Troubleshooting all GPI products and applications via phone or email.
- Clear understanding regarding the use and functions of all GPI pumps, meters and accessories to assist customers and distributors in product selection and troubleshooting.
- Train/Educate Distributors in product and accessory selection that will best meet the customer’s application.
- Calmly work with customers and distributors to determine validity of product warranty issues.
- Work with internal team members, assigned outside sales team partners, customers and distributors regarding availability of product, order status, credit status, shipment status and any other miscellaneous department issues.
- Prioritize workload to meet daily goals utilizing CRM and Outlook calendar.
- Provide back-up assistance to team members when needed.
- Work as a Team Player with co-workers and in conjunction with other departments.
- Maintain a 6S work environment.
- Follow the policies outlined in the employee handbook, including the posted work rules for GPI and conduct themselves in an ethical manner.
- These job details are not designed to cover or contain a comprehensive listing of activities, duties or responsibilities of the employee. The employee may be assigned other responsibilities as required of the position.
Job Qualifications:
Required
- Excellent Customer Service Skills.
- Strong Computer Skills including experience with an ERP and CRM system.
- Mechanical Aptitude and willingness to learn the specific application of GPI products.
- Time management skills to balance changing priorities.
- Must be at least 18 years of age with a High School Diploma and/or GED.
Preferred
- 1 – 2 years SyteLine experience.
- 1-2 years CRM experience, implementation and /or process improvement.
- Good attitude under stress.
- Technical troubleshooting experience with similar products.
- Familiar with Fuel Pumps and Flow Meters.
Job Requirements:
Physical: Typical office environment, may work in a sitting position while on a computer for extend periods of time. May need to lift up to 20lbs.
Tools / Equipment: Prior experience with office equipment.
Working Conditions: Temperature controlled office environment. Infrequent visits to manufacturing, warehouse and/or shipping areas that require closed toe shoes and safety glasses.