Customer Service - Product Information Specialist

Product Information Specialist

DAP is currently looking to hire a Product Information Specialist. Responsibilities include providing technical expertise to customers, sales reps, and internal staff in the area of proper product usage/application. The role involves arranging for customer reimbursement for defective products, assisting in rectifying customer complaints, and arranging for investigations on specific user complaints. Technical advice is provided to customers in response to phone, email, chat, and faxed inquiries regarding 'how to use' DAP products correctly. The specialist advises customers on how to correct the misuse of DAP products and supplies technical data sheets, verbal advice, and safety data sheets to customers. Written, electronic, and faxed correspondence regarding technical advice and user dissatisfaction is responded to, and product use referrals are provided to specify the correct product for architects, engineers, contractors, and end users. Rotating Saturday on-call phone support is required, with each specialist included in the standard rotating schedule to provide on-call support remotely one Saturday each quarter.

Requirements include educational requirements of a high school diploma or bachelor's degree, 0-3 years' experience in customer service, comfort working in a fast-paced environment with essential multitasking skills, industry experience and product knowledge as a plus, knowledge of the SAP system preferred but not required, strong interpersonal, conflict resolution, and written and verbal communication skills, ability to work effectively in stressful situations, and a detail-oriented service with a mature attitude when dealing with customers.

Benefits include medical, dental, and vision insurance, company-provided life insurance, paid time off (PTO), company-paid short-term and long-term disability, 401(k) plans, employer-funded pension plan, and tuition reimbursement. The pay range is $19 - $22 per hour.

About DAP

DAP is a market leading manufacturer, innovator, and marketer of home repair and construction products including caulks, sealants, spray foam insulation, adhesives, and patch and repair products. DAP is part of RPM International Inc., a $6.1 billion, multinational company with subsidiaries that are world leaders in specialty coatings, sealants, building materials, and related services. DAP products are found in the hands of professional painters, remodelers, builders, and do-it-yourselfers, and in 60,000 retail outlets ranging from home centers and mass merchandisers to local hardware, pro contractor channels, and paint stores. DAP's eight manufacturing and distribution facilities in the United States of America and Canada service North America and the world.

At DAP, we hire the best people and give them a collaborative and rewarding work environment that empowers them to succeed! We support associates in continuous professional growth and collaborate on the steps it takes to get to the next level in their careers. Our associates enjoy a comprehensive benefits package including 401(k) with company match, pension, paid parental leave, competitive health insurance rates, employee stock purchase plan, tuition reimbursement, free wellness programs, and more! Learn more about DAP's history, culture, and benefits at

DAP - On the job since 1865.

Job Info

• Job Identification 13793
• Job Category Sales Support / Customer Service
• Locations 2400 Boston St, Baltimore, MD, 21224, US