Ecommerce Support Manager

Ecommerce Support Manager

Tanner, AL, US

Salary Range: $23.00 To $23.00 Hourly

The eCommerce Support Manager will be the primary point of contact for customers, interpreting and implementing customer instructions for the company. Customer service representatives will interact with the company’s customers by addressing inquiries and resolving complaints, providing product and service information, taking orders, processing returns, and delivering reports to meet the customers’ needs.

• Must be a self‑starter and take responsibility for managing dedicated accounts within a territory, working independently, organizing, and prioritizing work.
• Act as a liaison between the customer and sales team, handling customer orders, answering questions, and managing minor issues while communicating new product development, samples, major account issues, and qualifying new accounts.
• Understand account requirements and maintain accurate customer information databases (preferences, address, contacts).
• Receive customer requests via phone and/or email and process them in a timely manner.
• Enter customer orders, issue return authorizations, warranty orders, schedule replacement parts, answer parts/pricing questions, and notify the sample department of necessary samples.
• Provide proactive communication, anticipating and notifying customers of potential account or order issues.
• Develop strong rapport with personnel and customers.
• Use creativity to explore product requests, ensuring the customer’s unique needs are met.
• Assist customers by providing necessary documents (invoices, tracking numbers, backorder status, product/pricing information).
• Manage customer orders from entry to ship date, overseeing internal workflow to meet requirements.
• Route internal and external requests to the appropriate department or personnel.
• Resolve issues and make sound decisions in the best interest of TH Marine and the customer.
• Ensure attention to detail and accuracy on all orders (address, shipment method, date, payment method, parts, quantity).
• Support the sales team by producing reports from the ERP system on customer buying history.
• Learn and support multiple activities in a fast‑paced work environment.
• Assist with other office duties and responsibilities to ensure team success.

• Excellent communication skills, including active listening.
• Service‑oriented with strong organizational and problem‑solving skills.
• Proficient computer skills: MS Office (Word, Excel, Outlook) and ability to learn new CRM software.

• High school diploma or equivalent.
• Three years of customer service experience required.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.