Customer Service & E-Commerce Associate

Job Title

Customer Service & E-Commerce Associate

The Customer Service & E-Commerce Associate is involved in all facets of customer interactions and order processing, serving as the first point of contact for customers. The primary responsibility is to create a positive experience for every customer by responding to all inquiries diligently and promptly. Equally important, the CSR will perform order‑related activities such as order entry from various sources, customer sales support, full life‑cycle order management, specific account creation and management, and occasional coverage for team members out of office.

The CSR will assist with other customer service functions and sales support activities as requested. The ideal candidate is a strong and confident self‑starter who desires to be part of a small but fast‑paced, dynamic, and unique team.

Customer Service Supervisor

• Purchase order and customer account management; processing orders and invoices with accuracy, developing rapport and ownership with key accounts/contacts
• Perform accurate and ongoing audits of orders
• Complete assigned tasks and projects
• Creatively resolve customer inquiries, concerns, and answer questions by email and occasionally by phone
• Collaborate with multiple teams on projects to maintain daily operations
• Become an expert on the Eco‑Products product line, with the ability to clearly and accurately respond to customer questions and present replacement products based on state bans/restrictions
• Research and resolve order issues in conjunction with our Logistics and Accounting departments
• Create and manage RMA’s and request credit memos
• Follow tax compliance procedures as they relate to tax exempt customers
• Understand and assist in maintaining the team SOP library
• Participate in other as‑needed customer service and sales support activities
• Commitment to Excellence: strive to set exceptional performance standards for all tasks
• Understanding customers’ needs and identifying sales opportunities
• Identifying leads for new long‑term sales opportunities
• Develop accounts by checking customers’ buying history, suggesting related and new items

• Customer service experience with a solid understanding of Microsoft Suite applications and navigating multiple e‑commerce portals
• Desired education level: BS/BA degree from a four‑year accredited college preferred; or two years related experience and/or training; or equivalent combination of education and experience
• Outstanding customer service ethic with a strong sense of urgency
• Assertive in seeking answers to questions and willingness to respond to customers inquiries
• Independently take initiative to solve problems and deliver results
• Ability to clearly, accurately and appropriately communicate with customers by email/phone
• Exceptional time management skills and prioritization skills
• Excellent problem‑solving skills and ability to apply common sense
• Effective interpersonal skills and relationship‑building skills
• Ability to work independently and collaboratively to achieve goals
• Ability to multi‑task in a fast‑paced environment with high degree of accuracy
• Ability to handle and process confidential information

• Fast‑paced, multi‑tasking with some level of distractions
• Customer‑oriented environment
• Full‑time, non‑exempt position:
  Business hours are Monday – Friday, 8:00 am – 5:00 pm

With safety as our top priority and a commitment to employee well‑being as an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance as well as a variety of other well‑being resources focused on mental, physical and financial health. Specific benefits and well‑being programs may vary depending on where you work.

Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law.

Any individual who, because of his or her disability, needs an accommodation in connection with an aspect of the Company’s application process should contact