E-Commerce Customer Service Specialist

The Call Center Web Sales Specialist is responsible for delivering high-quality customer support to Alliance Distribution customers by assisting with parts identification, order placement, and post-order inquiries. This role serves as a primary point of contact for web and phone-based sales support, ensuring accurate, timely, and professional service while contributing to a positive customer experience.

• Handle inbound customer interactions via phone, chat, and email related to parts sales, orders, and general inquiries
• Deliver a positive and professional customer experience while resolving inquiries efficiently
• Assist customers with parts identification, pricing, availability, and order status
• Process and support web and phone orders accurately within required service levels
• Provide basic troubleshooting and guidance related to parts compatibility and order flow
• Document all customer interactions accurately in the CRM or order management system
• Follow department standard operating procedures, policies, and quality guidelines
• Identify potential order issues and escalate appropriately when needed
• Maintain working knowledge of Alliance products, parts catalogs, and systems
• Support service call avoidance by providing accurate information and clear guidance
• Ensure order accuracy and compliance with pricing, warranty, and fulfillment guidelines
• Effectively multitask, manage multiple systems and priorities in a fast-paced support environment
• Remain flexible and responsive during high-volume periods to support SLA goals

Education and Experience:

• High school diploma or equivalent required
• At least 1 years of customer service experience
  • Call center experience preferred
  • Experience with eCommerce, order management, or parts identification is strongly preferred

Skills and Abilities:

• Strong written and verbal communication skills
• Customer-focused mindset with the ability to remain professional and empathetic
• Strong attention to detail and order accuracy
• Ability to troubleshoot issues and follow established processes
• Comfortable navigating multiple systems and screens simultaneously
• Systems proficiency preferred (CRM/ERP tools such as Genesys, Zendesk, SAP, Salesforce, X3, JIRA, Microsoft Windows, Google Docs/Sheets, etc.)
• Ability to manage multiple priorities in a fast-paced environment

Standard and Physical Requirements:

• Role involves extended computer use, sitting for long periods, verbal communication, minimal lifting, and general office movement

Alliance Team Members Demonstrate DRIVE: 

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective. 
• Innovative: Always looking for a better way; leads change.
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.

For California the base compensation range for this role starts at $20.00 per hour. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.