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Product Support Specialist

4 months ago

Wyoming, United States Gordon Food Service Full time

Gordon Food Service is hiring an Product Support Specialist. Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for item/vendor related questions in order to execute sales strategies. Delivers prompt and thorough support, focused on speed to resolution.

Responsibilities

  • Serves as the single point of contact to Sales for product related questions

  • Provides consultative services on product category with Customer Development Specialist (CDS) and customers as requested to achieve category goals.

  • Researches and identifies solutions that deliver prompt and thorough responses to Sales questions

  • Responsible for the question and follow-up response to sales, ensuring that they own tracking down any additional questions/information needed from other departments in order to provide a thorough response back to Sales.

  • Provides critical thinking, creative solutions and strong communication for product info with insight beyond what is in the system. This includes product matches, product substitutions, product availability and as well as general product info like features, benefits, applications, etc.

  • Understands and engages others when additional involvement/support is needed.

  • Creates customer quotes for tabletop products utilizing AutoQuotes software

  • Develops and maintains high level of industry/product expertise to be primary knowledge source for assigned categories

  • Acquires and maintains knowledge of current US and Canada Gordon Food Service products and business solutions in order to provide/recommend appropriate solutions for Sales

  • Acquires and maintains a high awareness of vendor/product transitions, new items & discontinuations, inventory issues, QA issues, ETAs for new items, out of stock resolution, etc.

  • Works with customers directly on product related questions, when appropriate, in support of the Sales team

  • Receives requests via phone, email, IM or video call.

  • Performs other duties as assigned.


Ideal candidate will have

  • Must have basic knowledge of assigned product category and marketing segments.

  • Ability to understand, follow and create processes in order to complete projects.

  • Must have good time management, administration, and organizational skills and attention to detail.

  • Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

  • Proficiency in analyzing information; able to use analytics and associated tools (e.g., Excel, Google) in creative ways to tell the product story, garner buy-in, provide insights and to support decision-making.

  • Must have good financial acumen and ability to learn and understand Margin, Pricing, Freight and other related financial metrics

  • Ability to inject creativity, fresh thinking, and new perspectives and to generate new and imaginative ideas, while using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

  • Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

  • Positive attitude, problem-solver mentality, willingness to experiment and be creative.

  • Must have the ability to multi-task and be able to work "exceptional" hours including evenings and weekends and be able to take on new responsibilities with a strong desire to succeed.

  • Proficient communication skills - both written and verbal - to communicate effectively with a broad-based team including diverse internal stakeholders and vendors.


Experience

  • Bachelor degree preferred - Business, Marketing or a related field

  • At least 3 years of product / category knowledge or previous marketing experience


preferred as typically obtained through a bachelor's prepared education or or an equivalent combination of education, training, and experience.

Adherence to Hybrid Work Policy

Adherence to the company's hybrid work policy is an essential function of the Product Support Specialist position. The policy is subject to change, and employees will be required to adhere to those changes as a condition of their continued employment.

Location

  • 1300 Gezon Pkwy, Wyoming MI 49509

  • Hybrid Schedule 3 days in office 2 days remote

  • Monday to Friday

  • 8 am to 5 pm


Gordon Food Service is hiring an Product Support Specialist. Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for item/vendor related questions in order to execute sales strategies. Delivers prompt and thorough support, focused on speed to resolution.

Responsibilities

  • Serves as the single point of contact to Sales for product related questions

  • Provides consultative services on product category with Customer Development Specialist (CDS) and customers as requested to achieve category goals.

  • Researches and identifies solutions that deliver prompt and thorough responses to Sales questions

  • Responsible for the question and follow-up response to sales, ensuring that they own tracking down any additional questions/information needed from other departments in order to provide a thorough response back to Sales.

  • Provides critical thinking, creative solutions and strong communication for product info with insight beyond what is in the system. This includes product matches, product substitutions, product availability and as well as general product info like features, benefits, applications, etc.

  • Understands and engages others when additional involvement/support is needed.

  • Creates customer quotes for tabletop products utilizing AutoQuotes software

  • Develops and maintains high level of industry/product expertise to be primary knowledge source for assigned categories

  • Acquires and maintains knowledge of current US and Canada Gordon Food Service products and business solutions in order to provide/recommend appropriate solutions for Sales

  • Acquires and maintains a high awareness of vendor/product transitions, new items & discontinuations, inventory issues, QA issues, ETAs for new items, out of stock resolution, etc.

  • Works with customers directly on product related questions, when appropriate, in support of the Sales team

  • Receives requests via phone, email, IM or video call.

  • Performs other duties as assigned.


Ideal candidate will have

  • Must have basic knowledge of assigned product category and marketing segments.

  • Ability to understand, follow and create processes in order to complete projects.

  • Must have good time management, administration, and organizational skills and attention to detail.

  • Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

  • Proficiency in analyzing information; able to use analytics and associated tools (e.g., Excel, Google) in creative ways to tell the product story, garner buy-in, provide insights and to support decision-making.

  • Must have good financial acumen and ability to learn and understand Margin, Pricing, Freight and other related financial metrics

  • Ability to inject creativity, fresh thinking, and new perspectives and to generate new and imaginative ideas, while using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

  • Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

  • Positive attitude, problem-solver mentality, willingness to experiment and be creative.

  • Must have the ability to multi-task and be able to work "exceptional" hours including evenings and weekends and be able to take on new responsibilities with a strong desire to succeed.

  • Proficient communication skills - both written and verbal - to communicate effectively with a broad-based team including diverse internal stakeholders and vendors.


Experience

  • Bachelor degree preferred - Business, Marketing or a related field

  • At least 3 years of product / category knowledge or previous marketing experience


preferred as typically obtained through a bachelor's prepared education or or an equivalent combination of education, training, and experience.

Adherence to Hybrid Work Policy

Adherence to the company's hybrid work policy is an essential function of the Product Support Specialist position. The policy is subject to change, and employees will be required to adhere to those changes as a condition of their continued employment.

Location

  • 1300 Gezon Pkwy, Wyoming MI 49509

  • Hybrid Schedule 3 days in office 2 days remote

  • Monday to Friday

  • 8 am to 5 pm