E-commerce Customer Service Associate (Industrial Products)

Falls of Neuse Management LLC • Raleigh, NC

9h • Onsite

About The Position

American Welding & Gas Company is seeking an E-commerce Customer Service Representative with experience in the industrial products sector to join their corporate headquarters in Raleigh, NC. In this role, the associate will be the primary point of contact for customers navigating the company's web store, assisting them with technical product inquiries, order placement, and post-purchase support. No prior industrial experience is required, but a strong willingness to learn technical product details is essential. American Welding & Gas is a manufacturer and distributor of industrial gases and welding supply needs, headquartered in Raleigh, North Carolina. The family and teammate owned company provides industrial, medical, specialty, food, and beverage gases across the United States. With over 800 employees, more than 100 retail locations, and 22 fill plants, the company prides itself on customer service, expertise, assets, and resources to reach a large and diversified customer base.

Requirements

• Education: High School Diploma or equivalent required; some college coursework is a plus.
• Communication: Comfortable communicating with customers both external and internal. Ability to explain technical product details in simple, professional terms to various customer types.
• Technical Aptitude: Comfortable learning new software, including e-commerce platforms (like Shopify, BigCommerce or Magento) and basic spreadsheet tools (Excel/Google Sheets).
• Detail Orientation: High accuracy in data entry for part numbers, quantities, and shipping addresses to prevent costly errors.
• Problem Solving: Resourceful approach to finding product alternatives when items are out of stock.
• Experience: 0–2 years in a customer-facing role; previous experience in retail, warehouse, or call center environments is beneficial.

Nice To Haves

• Familiarity with industrial tools, hardware, or MRO (Maintenance, Repair, and Operations) supplies.
• Experience with CRM software like Salesforce or Zendesk.
• Basic understanding of SEO or digital marketing for product listings.

Responsibilities

• Inquiry Management: Respond to customer questions via phone, email, and live chat regarding industrial part specifications, availability, pricing, or site navigation.
• Order Processing: Assist customers in completing online purchases and manually enter or modify orders within our ERP/CRM systems.
• Technical Support: Provide basic troubleshooting for industrial products using provided digital manuals and knowledge bases.
• Listing Support: Assist the e-commerce team by identifying inaccuracies in online product descriptions or technical data sheets.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees