Product Support Specialist

Job Title

Position Overview

Responsibilities

• Must obtain and maintain a deep knowledge of SMARTCORE and Matrix and other affected products.

• Be aware of any legal or regulatory guidelines, and use judgment in all communication.

• Provide honest and appropriate feedback to both consumers and retail representatives regarding product selection based on an understanding of their need, lifestyle and other criteria.

• Consistently seek new product knowledge to act as an expert for the consumer.

• Build brand loyalty for SMARTCORE, Matrix and our customers by providing excellent service, accurate information and by following up with the consumer to ensure satisfaction.

• Immediately react and problem solve when issues arise and always maintain a positive and helpful approach to the situation. Generate and evaluate all options.

• Ability to recommend alternative products when backorders occur, in addition to complementary products.

• Develop customer-specific content for distribution among customers (ie: consumer reports, business metrics,)

• Create Home Center staff engagement and excitement towards SMARTCORE and Matrix brand

• Deliver training to our Home Center customer base with the goal of getting them confident and comfortable to sell SMARTCORE and Matrix products from our newly launched displays.

• Innovate training levels above traditional methods to drive retention and application of knowledge.

• Execute rollout of marketing services inclusive of business needs, value proposition, and training for specific platforms selected by the Home Center marketing team & Lowe's training team.

• Partner with Marketing to ensure strategic execution, understand promotions and proactively stay up-to-date on market trends.

• Collaborate with marketing to create tailored training content and scripts for the target audience. Provide marketing with content ideas based on experiences with RSA’s/PSA’s.

• Effectively perform display activation sessions over LIVE Learning web conferencing to multiple customers at the same time.

• Must be comfortable and confident speaking on-camera, have the ability to lead training sessions to large audiences over digital platforms, and be a dynamic, engaging presenter.

• Prepare and communicate periodic sales reports outlining actual sales information and goals, competitive market conditions, and product needs.

• Grow assigned accounts relative to sales volume and goal, product availability, and market share.

• Work with marketing operations to track, measure, and analyze all initiatives to report on ROI.

• Analyze sales statistics by reviewing reports specific to his/her regions to aid in formulating goals and assisting customers in promoting sales.

Core Competencies

• Manage Work

• Solve Problems

• Build Customer Satisfaction

• Initiate Action

• Adapt and Change

• Apply Work Standards

Requirements

• BS/BA degree in communications, marketing, journalism, public relations, sales, or related field required OR 2+ years hands-on experience in these fields

• Preferred 1-year min of customer interaction experience, preferably direct consumer experience.

• Ability to quickly learn new procedures, processes, and subject matter.

• Proven social confidence and ability to inspire confidence in others, and make people feel at ease.

• Collaborates easily. Demonstrates the ability to develop relationships with customers and co-workers.

• Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment.

• Exceptional communicator with the ability to teach and influence.

• Understanding of digital tools and enablement technologies that help support business outcomes.

• Ability to evaluate colors for coordinating paint, rooms, and accessories.

• Ability to coordinate and execute training for stores

• Ability to multitask effectively

Remote Worker

9:00 - 6:00

Remote Worker Requirements:

It will be the responsibility of the At Home Agent to provide a:

Reliable High-Speed Internet Connection in wall/router to access Shaw Systems while working from home. Minimum Speed 10mbps/Download; 3mbps/Upload without data limits or restrictions.

Associates should have a defined workspace to conduct business with office furniture that meets ergonomic needs. Workspace should be located in an area away from sounds that compromise the customer experience to allow for a professional atmosphere.

Customer Service Associates are expected to be available to work during times of inclement weather and emergencies, be open to mandatory overtime, and schedule changes.

Work Shift

Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.