Ecommerce Customer Support Specialist

The E-Commerce Customer Support Specialist plays a pivotal role in ensuring a seamless, customer-first digital experience. This position is focused on providing advanced online customer service, resolving escalated issues, and supporting the accuracy and effectiveness of our e-commerce operations. In addition to customer interaction, this role is responsible for product merchandising activities to maintain accurate, complete, and optimized product information across the website.

This position is ideal for an experienced professional who thrives at the intersection of customer service, digital platforms, and product data management, with the ability to improve both customer satisfaction and online sales performance.

• BA/BS degree in Business, Marketing, Communications, or related field (or equivalent experience).
• 1-3 years of experience in online customer service, e-commerce operations, or digital product management.
• Familiarity with CRM platforms (Microsoft Dynamics, Net Suite, Salesforce, or similar) and ERP systems.
• Experience with marketing automation tools (Hub Spot or equivalent).
• Proficiency in web content management systems and product merchandising.
• Experience with web analytics tools (Google Analytics, GA4, or equivalent).

• Customer Excellence:
  Skilled in managing escalated service issues, delivering fast, professional, and empathetic resolutions.
• Product Merchandising Expertise:
  Ability to maintain product accuracy, enrich product content, and ensure complete information is visible to customers.
• Digital Fluency:
  Proficient with ERP, CRM, chat portals, and e-commerce CMS systems.
• Analytical Thinking:
  Use data to identify service bottlenecks, product information gaps, and areas for improvement.
• Cross-Functional Collaboration:
  
  Work closely with Marketing, IT, Product, and Operations to optimize both customer support and product content.
• Communication:
  Clear, professional written and verbal communication tailored for customer-facing and internal audiences.
• Adaptability:
  Comfortable handling shifting priorities and managing high-demand periods in digital operations.

• Serve as a senior escalation point for complex customer service issues across online channels (chat, email, portal).
• Manage inquiries related to orders, account issues, product availability, and service support.
• Oversee web chat portal operations to ensure consistent, high-quality engagement with online customers.
• Partner with Marketing and IT to identify and implement website and service functionality improvements.
• Support customer retention through service excellence, proactive resolution of issues, and ensuring an easy online experience.
• Perform product merchandising tasks:
• Audit product listings for accuracy, completeness, and compliance with standards.
• Enrich product content with specifications, descriptions, images, and documentation.
• Ensure products are searchable, properly categorized, and optimized for user experience.
• Develop and maintain reporting dashboards on customer service metrics and product data accuracy.
• Provide insights on recurring service and product information issues to guide long-term improvements.