Customer Support Specialist

Customer Support Specialist (American Accent) eCommerce Team

• Customer Support: Provide exceptional customer service via phone email and chat addressing inquiries about products order status pricing and availability.
• Problem Resolution: Efficiently solve customer and distributor issues ensuring the best possible outcomes while maintaining high levels of customer satisfaction.
• Order Management: Handle order processing listing creation optimization and inventory management across multiple eCommerce platforms.
• Product Expertise: Develop deep knowledge of our products and customer needs to offer tailored solutions and enhance the overall customer experience.
• Distributor Support: Assist distributors with backend eCommerce systems and order processing ensuring smooth operations and timely responses.
• Continuous Improvement: Report and track online issues providing feedback for continuous improvement of customer service processes and the overall user experience.
• Trend Analysis: Participate in team meetings presenting insights into customer trends and making actionable recommendations for service enhancements.
• Market Research: Conduct market research to gather customer insights supporting the team in identifying new opportunities and areas for growth.
• Sales Support: Assist with B2B sales efforts providing support where needed to drive business growth.
• Adaptability: Show willingness to learn new skills and take on additional responsibilities as the role evolves.

• American Accent: Must have a natural or neutralized American accent with availability to work from 9 am to 5 pm EST.
• Ecommerce Experience: Prior experience in a direct digital commerce role is required. Familiarity with platforms like WooCommerce Amazon Seller Central and Etsy is highly desirable.
• Technical Background: A technical degree in civil engineering or a related field is preferred given the technical nature of our products (e.g. railings and builder hardware).
• Software Proficiency: Working knowledge of Microsoft Office (Word Excel) Google Drive and productivity tools such as Notion Trello and Slack.
• ProblemSolving Skills: Strong analytical abilities with a proven track record of effective problemsolving.
• Communication Skills: Excellent interpersonal and communication skills with the ability to build strong relationships with customers and team members.
• Accuracy and Efficiency: Demonstrated ability to work with a high degree of accuracy and urgency in a fastpaced environment.
• Organizational Skills: Strong multitasking and organizational abilities ensuring tasks are prioritized and deadlines are met.
• Collaborative Spirit: Able to build and maintain strong collaborative relationships with customers and internal teams.
• Flexibility: Willingness to take on new responsibilities and adapt to changing business needs.

• Competitive Salary: A competitive compensation package based on experience and qualifications.
• WorkLife Balance: Flexible work hours with the opportunity to work remotely from the comfort of your home.
• Professional Growth: Opportunities for continuous learning and professional development within a growing company.
• Inclusive Culture: A collaborative and supportive work environment where your ideas and contributions are valued.

trend analysis,distributor support,microsoft office,customer service,software proficiency,availability,trello,problem-solving,customer support,ecommerce,customer,analytical skills,technical background,order management,collaborative spirit,product expertise,problem resolution,voice & accent,communication skills,notion,communication,slack,flexibility,organizational skills,continuous improvement,home decor,market research,sales support,adaptability,e-commerce,google drive