E-Commerce Customer Success Specialist

• Deferred Compensation (401k) Plan with a company match.
• No-cost Life Insurance, Short Term Disability, Long Term Disability overages.
• Paid Time Off.
• Team Events.
• A culture that values opportunity for growth, development, and internal promotion.

The E-Commerce Customer Success Specialist is responsible for supporting, driving adoption of, and optimizing the customer experience for the company's B2B e-commerce platform serving Tube & Pipe customers. This role acts as the primary customer-facing resource for platform users and plays a critical role in customer onboarding, training, ongoing support, and continuous improvement initiatives.

The successful candidate will serve as a liaison between customers, sales, marketing, product management, and technical teams to ensure the platform delivers exceptional value, operates efficiently, and evolves in alignment with customer needs and business objectives.

• Lead the onboarding process for new customers adopting the B2B e-commerce platform.
• Conduct virtual and in-person training sessions, develop user guides and training materials, and ensure customers are fully equipped to utilize platform features and workflows effectively.
• Be the primary point of contact for platform-related inquiries.
• Provide timely support related to ordering, inventory visibility, documentation access, logistics requests, and general platform functionality.
• Build and maintain strong customer relationships while proactively identifying opportunities to increase user engagement, adoption, and overall customer satisfaction.
• Monitor platform usage, customer engagement metrics, and system performance to identify trends, recurring issues, and areas for improvement.
• Collaborate closely with information technology and technical support teams to troubleshoot issues, ensure system reliability, and enhance the customer experience.
• Gather customer feedback and translate insights into actionable recommendations. Work with Product Owners and development teams to contribute to feature enhancement discussions, testing activities, validation of new releases, and prioritization of platform improvements.
• Partner with Sales and Marketing teams to support commercialization efforts, customer presentations, promotional initiatives, and platform adoption strategies.

• Bachelor’s degree in Business Administration, Information Systems, Supply Chain Management, Marketing, or a related field.
• Three to five years of experience in customer success, customer support, account management, or a related customer‑facing role, preferably within a B2B environment.
• Strong communication, presentation, and interpersonal skills with the ability to effectively train and engage customers.
• Experience working with digital platforms, e-commerce systems, customer portals, or related technologies.
• Demonstrated problem‑solving abilities and a customer‑focused approach to service delivery.
• Ability to manage multiple priorities simultaneously and collaborate effectively across departments.

• Experience with in the steel, tube, pipe, or manufacturing industry.
• Knowledge of tube manufacturing processes and industrial distribution channels.
• Familiarity with enterprise resource planning (ERP) systems in a manufacturing environment.
• Experience with order management systems, inventory management, and supply chain processes.
• Exposure to agile product development methodologies and continuous improvement practices.

Success in this role requires a strong customer‑centric mindset, excellent analytical and organizational skills, and the technical aptitude to quickly learn and support digital platforms. The ideal candidate demonstrates strong collaboration and stakeholder management capabilities, takes initiative, and is committed to continuous improvement and delivering exceptional customer experiences.