Product Support Specialist-Automotive in Hartford, CT at ITW Automotive OEM

Date Posted: 2/28/2018

Job Snapshot

Job Description

Position at ITW Permatex The Product Support Specialist-Automotive is a primary point of contact for end users of Permatex products. This individual is principally responsible for receiving, assessing and responding to all customer inquiries regarding product selection, application, & complaints. This role is critical in reinforcing the company’s leading market position in addition to maintaining customer relationships. This position, reporting to the Technical Services Manager, also gathers and reports key information that helps improve our products, improve our packaging, identify new product ideas and uncover new market opportunities.

Responsibilities will include but not be limited to the following:
  • Manages & responds to customer inquiries and/or complaints received via phone, email or alternate channels
  • Recommends Permatex products as solutions to customer inquiries as appropriate
  • Responds to inquiries from internal or external customers and takes actions as needed
  • Provides solutions to inquiries and escalates issues according to company practices
  • Forwards issues to appropriate internal parties for resolution when called for
  • Documents customer inquiries for tracking
  • Works with Product Management & Innovation teams to identify and resolve product issues and highlight opportunities for new products based on end user feedback
  • Keeps abreast of market trends and changes to identify / suggest New Product Initiatives for evaluation
  • Works collaboratively with Customer Service group to share information and improve communication and process execution
Basic Qualifications:
  • Associates or Vocational School Degree
  • Minimum of one (1) year call center, customer order entry or other service related experience
  • Fluent English (Bi-lingual desirable)
  • Solid understanding of automotive mechanics and / or automotive chemistry
Preferred Qualifications:
  • Bachelor’s degree or higher from an accredited college / university
  • Strong Microsoft Office skills
  • Minimum one (1) year combined experience with contact management systems
  • Strong interpersonal skills
  • Excellent written / oral communication ability
  • Must be able to work independently and adapt readily to change
  • Possesses systems aptitude and analytical skills
  • Ability to establish positive relationships with all internal clients
  • Some technical product background experience

We offer a competitive compensation and benefits package.

Permatex is an Equal Opportunity Employer/Veterans/Disabled. EEO is the law. Permatex invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request by emailing . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Jessica Henry at (440) 914-3580. No other requests will be accepted.