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

High School diploma required
Bachelor’s degree from a 4-year college or university preferred
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)

Comprehensive benefit plans; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
LinkedIn Learning access; internal opportunities to work on projects cross-company.
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.

Senior Product Specialist

Key skills