Ecommerce Support Manager

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 give customers information about products and services, take orders, process returns, and provide reports to meet the customers needs.

Duties/Responsibilities:

• 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. Taking point on customer orders, answering questions, and handling minor issues while also reaching out to the salesmen regarding new product development, samples, major account issues, and when qualifying new accounts.

• Ability to 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 for replacements parts, answering questions about parts/pricing, or notify the sample department for any customer samples needed.

• Provide proactive customer communication with an ability to think ahead and notify customers of issues that may arise with their account or order.

• Must be able to develop strong rapport with personnel and customers

• Use creativity to explore the desired product request to ensure we are meeting the customer's unique needs/application

• Assist the customer by providing documents/information the customer needs (e.g., copies of invoices to their accounting department, tracking numbers, status of backorders, and product/pricing information on our parts)

• Managing Customer Requirements –Ability to follow orders through from entry to ship date, managing the internal workflow process and making sure they meet the customer’s requirements

• Route internal and external requests to their proper department/personnel

• Ability to resolve issues and make sound decisions which are in the best interest of TH Marine and the customer

• Attention to detail and providing consistency/accuracy on all orders (e.g., shipping address, shipping method/date, payment method, and parts/quantity ordered)

• Provide support to our sales team by producing reports from our ERP system on customer buying history

• Ability to learn and support multiple activities in a fast-paced work environment

• Help all other areas of office duties and responsibilities to ensure the success of our team

Required Skills/Abilities:

• Excellent communication skills, including active listening.

• Service-oriented and excellent organizational and problem-solving skills

• Proficient computer skills to include MS Office: Word, Excel, Outlook with the ability to learn new CRM software

Education and Experience:

• High school diploma or equivalent.

• Three years of customer service experience required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times