Summary:

The primary purpose of this position is to enhance customer intimacy by assisting with technical calls, coordinating and implementing customer complaint resolution processes, and delivering efficient solutions for our external customers, including residential consumers, distributors, and professionals, as well as collaborating with internal cross-functional teams.

Areas of Primary Accountability:

Deliver technical support to both our distribution partners and end users of PBI-Gordon products by utilizing online resources such as product labels, training materials, and PBI-Gordon websites and software.
Conduct research into concerns relevant to received calls and offer feedback accordingly.
Handle customer inquiries related to product issues, which involves documentation of the initial claim(s), research and investigations, to implement effective solutions, including but not limited to negotiations for minor settlements.
Analyze claims data to create metrics for meetings, educational and training materials, monthly and yearly reports, and forecast potential future issues.
Contribute to the development of labels for new products and label maintenance for existing products by offering customer insights to cross-functional teams.