JOB TITLE: E-Commerce Specialist
REPORTS TO: Customer Service Manager
SCHEDULE: 8am-4pm, Monday-Friday (Hours many vary during busy season)
FLSA JOB STATUS: Nonexempt
JOB SUMMARY: The e-commerce specialist is responsible for responding to customer issues/requests, providing quotes and managing various customer related transactions. The e-commerce specialist focuses on dealers that are primarily or entirely web-based and provides the additional types of services those e-commerce dealers require.
ESSENTIAL DUTIES AND RESPONSIBLITIES:
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Write and edit product content that will be published on e-commerce websites/portals.
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Set standards, systems, and best practices for new product listings, content creation, distribution, and maintenance.
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Work closely with different teams (product management, marketing and sales) to provide updated content that will be shared across e-Commerce platforms.
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Monitor changes in product sales by using web analytics and Excel spreadsheets (pivot tables, vlookups, etc) to stay organized.
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Assist new e-commerce customers by addressing questions and concerns about the Customer Credit Application and Terms and Conditions, product, and pricing. If needed, enter new customers into the system
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Review dealer catalog pages and web pages with DWI product for accuracy.
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Provide quotes including preparing and submitting requests to engineering for all modified items requested by customers.
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Enter purchase orders as they arrive via EDI, fax or email.
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Monitor EDI transactions
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Provide support as needed for customer service team to complete daily balancing of entered orders, open orders and backlog, and weekly operating report.
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Serve as a backup contact for responding to requests from dealers wanting acknowledgements, change of address, estimated ship date, change of ship date, freight quotes, invoice copies, cancellation of orders and assembly instructions.
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Handle customer damages and deal with replacement and carrier claims.
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Handle customer missing items
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Issuing RMA #’s for return of products
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Issuing of credit once product has been returned
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Provide spread sheets of product information, current pricing and images to dealers upon request.
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Provide product specification sheets and CAD drawings and other technical product information as requested.
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Update DWI catalogs, item master and price list as errors are found in descriptive texts, images, packaging, freight information and pricing to appropriate staff/department.
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Additional duties as assigned by department manager
JOB QUALIFICATIONS:
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Effective oral and written communication skills.
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Strong analytical and problem solving skills.
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Ability to learn quickly and desire to take on new projects.
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Must present a professional image.
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Team player.
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Stress Tolerance
EDUCATION AND EXPERIENCE:
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Ideally a minimum of 3 years previous customer service experience.
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Strong working knowledge of Microsoft Office products. (Word and Excel)
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Previous experience with quoting and estimating products. Good with numbers.
PHYSICAL REQUIREMENTS:
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Prolonged periods of sitting at a desk
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Must be able to lift up to 15 pounds at times
#INDHP