Product Support Representative
Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end markets such as transportation, building and construction, and consumables. As a globally inclusive company, Eastman employs approximately 13,000 people around the world and serves customers in more than 100 countries. The company had 2025 revenue of approximately $8.8 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.
Short Description
Coordinate the timely and accurate handling of product-related customer inquiries through Eastman’s Salesforce customer inquiry case management system. Triage cases, coordinate work across subject matter experts (SMEs) and approvers, and help ensure complete, properly documented responses are ready for the Customer Service Representative (CSR) to send to the customer.
Responsibilities
- Intake and triage customer inquiries: Review incoming inquiries and supporting materials, identify the request’s scope and any missing information, create cases, and route using the appropriate products and topics. Seek guidance when the correct topic or owner is unclear.
- Coordinate case workflows: Create or route subcases and approval requests, assign work to the appropriate SMEs and approvers, and monitor the queue and open cases. Follow up on missing information or delayed actions, maintain accurate case status and documentation, and escalate issues when needed.
- Prepare cases for customer response: Verify that the request has been addressed, required subcases and approvals are complete, and supporting documents are available. Compile expert contributions into a complete response package for the CSR and identify any gaps that need resolution.
- Support ongoing process improvements: support initiatives to further improve the CIM process leveraging automation and AI, such as:
- Automated CSR and business assignments
- AI topic guidance
- Automated SME assignments
Qualifications
- Strong written and verbal communication skills in English.
- Ability to interpret customer technical product inquiries, forms, and supporting materials effectively and identify key requirements or missing information.
- Ability to manage priorities and workload independently, and to proactively follow up and keep work moving.
- Ability to communicate and collaborate effectively with peers, management, CSRs, SMEs, approvers, and external stakeholders.
- Sound judgment to recognize when a request needs clarification, additional expertise, approval, or escalation.
- Familiarity with Salesforce is preferred.
Eastman is an equal opportunity employer and is committed to creating a highly engaged workforce, where everyone can contribute to their fullest potential each day.
Job Segment:
Supply Chain, Customer Service Representative, Application Developer, Supply, Operations, Customer Service, Technology