Product Information Specialist

Benjamin Moore & Co; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Benjamin Moore & Co. is seeking a Product Information Specialist to provide expert guidance on product usage, applications, and coatings systems to retailers, contractors, architects, designers, and internal teams.

The role blends technical knowledge with strong communication skills, enabling precise solutions and exceptional customer experiences across multiple channels. The hybrid schedule includes in-office days and remote work after training.

Qualifications

• Handles a high volume of inquiries by phone and email.
• Knowledge of Windows, Office 365, and browsers.
• Knowledge of paint application and substrates.
• Review and retain SOPs and best practices in a fast-paced environment.
• Demonstrates professionalism and empathy with customers and colleagues.

Responsibilities

• Provide best-in-class support and education to retailers, end-users, architects, and designers via phone, email and chat.
• Deliver tailored product education to ensure understanding of properties, applications, and benefits.
• Collaborate with internal teams to ensure cohesive product messaging and gather customer feedback.
• Ability to learn, retain and communicate complex technical information to customers.
• Stay up to date on Benjamin Moore products and competitor offerings to support sales efforts.
• Gathers detailed information through probing questions for optimal recommendations and documents customer interactions.
• Redirect calls beyond scope to appropriate personnel with effective escalation.
• Work independently while coordinating with colleagues to ensure coverage across channels.
• Utilize Copilot and The Paint Guru tools for accurate responses.
• Other duties as assigned.

Skills

Customer service

Communication

Problem solving

Empathy

Critical thinking

Adaptability

Time management

Hybrid work ability

Professionalism

Education

High School Diploma

Tools

Windows

Office 365

Internet browsers

Copilot

The Paint Guru

Job description

At Benjamin Moore, we empower our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie. Our culture of excellence and transparency encourages our colleagues to bring their authentic selves and unique perspectives/ideas every day. With 140 years of rich history behind our brand, we know that our people are the driving force behind our success. We believe in investing in our colleagues by offering work-life balance, competitive/ benefits, ongoing learning/continuing education, and skill development. Through a positive and engaging workplace, we facilitate growth, development, and fulfillment for all.

Join us and be a part of a brand that inspires creativity, innovation, and passion in support of locally-owned stores around the world.

The Product Information Specialist serves as a trusted technical resource for customers, retailers, contractors, architects, designers, and internal stakeholders. This role plays a critical part in delivering expert guidance on Benjamin Moore products, applications, coatings systems, and technical solutions while ensuring customer inquiries and product concerns are resolved accurately and efficiently. Through product expertise and customer advocacy, the specialist contributes directly to customer satisfaction, brand reputation, and business growth.

Successful Product Information Specialists combine technical knowledge with exceptional communication and problem-solving skills. They excel at translating complex concepts into practical recommendations, maintaining current product expertise, and collaborating across departments to continuously enhance the customer experience.

Note: This is a full time, hybrid position in Flanders, NJ. Monday- Thursdays are in office. Fridays are remote after successful training.

Responsibilities

• Provide best-in-class support and education to retailers, end-users, architects, and designers by offering product recommendations and proper usage guidelines via phone, email and chat.
• Deliver tailored, comprehensive product education to meet specific needs, ensuring a clear understanding of the company's products, including their properties, applications, and benefits.
• Collaborate with internal teams to ensure cohesive product messaging across all mediums, gather customer feedback for product improvement, and ensure compliance with industry standards and regulations, including environmental and safety considerations.
• Ability to learn, retain and communicate complex technical information to customers.
• Stay up to date on Benjamin Moore products and competitor offerings, utilizing this knowledge to support customer experience and company sales efforts.
• Gathers detailed information through probing questions for optimal recommendations and thoroughly documenting customer complaints.
• Promptly redirects calls beyond scope of knowledge to the appropriate personnel for sales, complaints, environmental/regulatory inquiries, etc., showcasing effective escalation skills.
• Works independently while coordinating with colleagues and management to ensure thorough service coverage across all channels.
• Utilize Copilot and The Paint Guru tools to support accurate and professional responses.
• Other duties as assigned.

Qualifications

• Comfortable with handling a large volume of customer inquiries via phone and email.
• Working knowledge of Windows, Office 365, and standard internet browsers.
• Working knowledge of paint application and substrates.
• Able to review and retain a large number of Standard Operating Procedures and best practices in a fast-paced environment.
• Demonstrates high levels of professionalism and empathy when working with customers and colleagues.
• Ability to be adaptive and apply critical thinking to customer concerns to provide exceptional customer service.
• Comfortable with working in a recorded call environment and receiving monthly KPIs on performance.
• Ability for hybrid work (80% in office, 20% remote).
• Ability to maintain company equipment and a professional work environment in a remote setting.
• Flexible schedule availability to accommodate business needs when required.
• Ability to work occasional weekends, holidays, and overtime.
• High School Diploma or equivalent.
• 3-5 Years of Benjamin Moore or competitive product knowledge.
• Must be eligible to work in the U.S.

Physical Requirements

• Prolonged periods of sitting at a desk working on a computer.
• Ability to lift up to 15 lbs. occasionally (e.g. files, boxes of documents).
• Frequent use of hands and fingers for typing, writing, and handling documents.
• Visual activity required for reviewing documents, spreadsheets, and computer screens.
• Occasional standing, walking, and reaching within the office environment.
• Ability to travel occasionally for audits, training or compliance-related meetings as needed.