SUMMARY

We are seeking a service driven and detail-oriented Ecommerce Specialist on our Sales Operations Customer Support team. Be part of a dynamic team where your accuracy, efficiency, and commitment to providing top-notch customer service significantly impact our organization's success!

ESSENTIALDUTIES AND RESPONSIBILITIES

• Serve as the primary order desk contact to our ecommerce warehouse customers, providing the highest level of service processing orders, providing support, and responding to inquiries.
• Receive and process orders with a goal of 100% accuracy within scheduled deadlines.
• Resolve customer inquiries and issues promptly, effectively, and accurately.
• Work with the distribution department on shipment issues.
• Collaborate with the Marketing Ecommerce team to complete paperwork and/or electronic forms for ecommerce customers related to customer maintenance, item maintenance, new items, promotional submissions, etc.
• Manage 3P sales reporting processes.
• Maintain accurate and up to date training documentation, suitable for a backup to use in the case of absence.
• Manage customer returns, overages, damages, and shorts, including creating return authorization numbers, call tags and freight pickups.
• Work with Finance to enter all credit/debit requests.
• Investigate all discrepancy reports.
• Receive and forward customs documents for Canadian accounts.
• Must be able to accurately and efficiently use vendor web portals to retrieve purchase orders, revisions, order acknowledgements, etc.
• Maintain email management system within M3 for order acknowledgement, shipment notification and invoices.
• Maintain customer account notes for Distribution and Order Entry.
• Work with Purchasing and Production Planning on any out of stock issues for top accounts with the goal of providing 100% ship complete service levels.
• Resolve deduction questions and requests promptly, effectively, and accurately.
• Other duties may be assigned.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Work with other departments to provide the most efficient and accurate way of processing and shipping distributor orders.
• Strives to reduce waste, recycle products whenever possible, and re-use resources when practical.
• Works safely at all times, follows safety rules and policies and participates in scheduled training.
• Reports injuries and near misses promptly and in required detailed format; proposes corrective action.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED).

LANGUAGE SKILLS

Ability to read and comprehend moderately detailed instructions, short correspondence, or memos; write simple correspondence; speak effectively in one-on-one and small group situations with a limited group of people.

QUANTITATIVE SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent and to draw and interpret bar graphs.

OTHER SKILLS AND ABILITIES

• Working knowledge of Microsoft Office programs and other business software.
• Detailed and organized.
• Ability to prioritize and work on multiple projects simultaneously.
• Work within a team concept.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands and/or fingers to type, handle, or feel; talk or hear; and view a computer monitor or video display.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.