Ecommerce Support Manager

Overview

The eCommerce Support Manager will be primary point of contact for customers, interpreting and implementing customer instructions for the company to produce custom manufacturing products. Customer service representatives will interact with the company’s customers by addressing inquiries and resolving complaints. They will provide customers information about products and services, take orders, process returns, and provide reports to meet the customers needs.

• Must be a self-starter and take responsibility for managing dedicated accounts within a territory. Ability to work independently, organize and prioritize work.
• Act as a liaison between the customer and sales team. Take point on customer orders, answer questions, and handle minor issues while coordinating with sales for new product development, samples, major account issues, and qualification of new accounts.
• Understand account requirements and maintain accounts to ensure customer information databases are accurate and up to date (e.g., preferences, address, points of contact).
• Receive customer requests via phone and/or email and process requests in a timely manner.
• Enter customer orders, issue return authorizations, issue warranty orders, schedule replacements parts, answer questions about parts/pricing, or notify the sample department for customer samples needed.
• Provide proactive customer communication and anticipate issues that may arise with accounts or orders.
• Develop strong rapport with personnel and customers.
• Use creativity to explore the customer’s desired product requests to ensure we meet their needs.
• Assist the customer by providing documents/information as needed (e.g., copies of invoices, tracking numbers, backorder status, product/pricing information).
• Follow orders through from entry to ship date, manage internal workflow, and ensure alignment with the customer’s requirements.
• Route internal and external requests to the proper department or personnel.
• Resolve issues and make sound decisions in the best interest of TH Marine and the customer.
• Maintain detail and accuracy on orders (shipping address, method, date, payment method, parts/quantity).
• Support the sales team by producing reports from the ERP system on customer buying history.
• Learn and support multiple activities in a fast-paced environment.
• Assist other areas of office duties to support the team’s success.

• Excellent communication skills, including active listening.
• Service-oriented with strong organizational and problem-solving abilities.
• Proficient in MS Office (Word, Excel, Outlook) with ability to learn new CRM software.

• High school diploma or equivalent.
• Three years of customer service experience required.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

• Mid-Senior level

• Full-time

• Information Technology

• Retail