Product Support Administrator

Job Title: Product Support Administrator – eCommerce Support

Department: Sales / Inside Sales 

Reports to: Strategic Sales & CX Manager FLSA: Non-Exempt (subject to final review)

Job Summary

The Product Support Administrator serves as a key operational support role, primarily focused on order entry, supporting the EDI Manager with EDI and OCR processing, providing product lead-time support to the product support team and Account Managers, and supporting the eCommerce Customer Support Lead with customer service and eCommerce activities as needed.

This position is responsible for monitoring and processing purchase orders, coordinating order updates, maintaining accurate product and order data, and collaborating with internal and external partners to ensure timely and accurate fulfillment. In addition, this role assists with customer inquiries, Shopify and Amazon support activities, and general eCommerce operational tasks during peak service periods.

The ideal candidate is detail-oriented, highly organized, customer-focused, and comfortable working within ERP systems, EDI processes, and eCommerce platforms in a collaborative team environment.

Job Details

• Monitor daily electronic (EDI/OCR) purchase orders within the ERP system while ensuring order accuracy and adherence to department and company guidelines.
• Coordinate manual entry of hardcopy purchase orders into the ERP system, including communicatingaccurateship dates and availability information.
• Review order entry documentation and special instructions to ensure proper processing of customer orders.
• Coordinate with internal and external stakeholdersregardingorder updates, pricing discrepancies, lead times, and product availability via phone and email.
• Revise and prioritize existing purchase orders based on inventory availability and customer needs.
• Work with AI-based automated order entry tools to improve efficiency and reduce manual processing.
• Ensure all orderscomply withdistributorpurchase order requirements and company procedures.
• Navigate ERP systems and Microsoft Office applications to support order management and reporting functions.
• Assistthe eCommerce Customer Support Lead with customer inquiries, order modifications, returns, exchanges, and shipment tracking during peak service periods.
• Support Shopify and Amazon operational activities including inventory monitoring, product listing coordination, and issue escalation.
• Collaborate with warehouse, shipping, sales, marketing, and customer support teams to resolve order and delivery issues.
• Assistwithmaintainingaccurateproduct and customer data across systems and partner platforms.
• Support onboarding of B2B eCommerce customers by helping ensure pricing, account setup, and order workflows areaccurate.
• Participate in cross-training activities to provide backup support for Customer Service, Tech Support, and Order Entry functions.
• Maintain organized work processes and contribute to continuous improvement initiatives involving order entry and customer support operations.
• Maintain a clean and organized 6S work environment.

Job Qualifications

Required

• Excellent customer service, interpersonal, organizational, and time management skills.
• Strong attention to detail and accuracy.
• Experience using Microsoft Office applications.
• Ability to effectively communicate verbally and in writing.
• Ability to prioritize workload and meet daily operational goals.
• Ability to work independently and collaboratively in a team environment.
• High school diploma and/or GED.
• Dependable with a positive attitude and strong work ethic.

Preferred

• 1–2 years of Syteline ERP experience.
• Experience with EDIand/or OCRorder processing.
• Experience with Shopify, Amazon, or other eCommerce platforms.
• Familiarity with CRM systems and integrated software tools.
• Familiarity with company products and customer order workflows.
• Previouscustomer service, order entry, or eCommerce support experience.

Job Requirements

Physical Requirements

Typical office environment with extended periods of sitting and computer use. May occasionally lift up to 20 lbs.

Tools / Equipment

Computer, office equipment, and standard business software applications.

Working Conditions

Temperature-controlled office environment with occasional visits to manufacturing, warehouse, and shipping areas requiring closed-toe shoes and safety glasses.

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