Customer Support Specialist

Overview:

We are seeking a dedicated and dynamic Customer Support Specialist to join our team. This role is vital in providing exceptional customer support and client services through various communication channels. The ideal candidate will possess strong communication skills, technical proficiency, and a passion for delivering outstanding customer experiences. This position offers an engaging environment where organizational skills and problem-solving capabilities are essential to success.

This is a full-time, entry level, non-exempt (hourly) position based in our office at Northbrook, IL.

Whether a customer is calling to check on an order or emailing through a marketplace storefront, you will be their go-to problem solver. No prior e-commerce experience is required; we provide hands-on training on our products, platforms, and phone systems to set you up for long-term success!

Key Responsibilities

• Software Applications: This role primarily utilizes Microsoft Excel, Google applications and in-house distribution system (Infor)  tools for all reporting, troubleshooting, correspondence, and documentation purposes.
• Multi-Channel Support: Fluidly transition between answering customer phone calls, responding to a shared email inbox, and checking marketplace alerts.
• Marketplace Communication: Monitor and resolve customer messages, questions, and order issues directly within our online marketplace portals (such as Amazon, eBay, Walmart, or BigCommerce).
• Phone Resolution: Handle inbound calls professionally, providing a warm and helpful voice to resolve complex order issues, answer product questions, or process payments.
• E-Commerce Order Management: Process order changes, cancellations, returns, refunds, and tracking inquiries using our internal tools and warehouse systems.
• Review & Feedback Moderation: Monitor and respond professionally to public product reviews and seller feedback to maintain our high marketplace ratings.
• Problem Solving: Investigate missing shipments or order discrepancies by communicating with internal teams and shipping carriers (e.g., USPS, UPS, FedEx).
• Collaboration: Collaborate with team members to improve service quality and contribute to a positive work environment.

Qualifications

• 1–3 years of experience in customer service, customer support, inside sales, purchasing or a related role preferred.
• High school diploma or equivalent (Required); Two year college degree or college credits preferred.
• Excellent verbal and written communication skills.
• Strong phone etiquette and professional email communication skills.
• Excellent problem-solving, organizational, and multitasking abilities.
• Strong attention to detail and commitment to providing accurate information.
• Strong Proficiency in Microsoft Excel.
• Working knowledge / experience with  Enterprise Resource Planning software  (i.e. SAP or Infor)  or in-house distribution software preferred.
• Ability to learn new systems, products, and procedures quickly.
• Strong interpersonal skills and the ability to work effectively with customers and colleagues.
• Dependable, adaptable, and able to work independently as well as part of a team.

Whale Supply is an eCommerce distributor of business and industrial supplies based in Chicago. We are an entrepreneurial, growth minded business focused on supporting business’s supply needs and backed by more than 20 years in the digital distribution space. We are seeking a motivated, energetic, and reliable Warehouse Associate to join our team.