Ecommerce Support Manager

Onewater Marine Inc • Tanner, AL

89d

About The Position

The eCommerce Support Manager will be the primary point of contact for customers, interpreting and implementing customer instructions for the company to produce custom manufacturing products. Customer service representatives will interact with the company’s customers by addressing inquiries and resolving complaints. They will give customers information about products and services, take orders, process returns, and provide reports to meet the customers' needs.

Requirements

• Excellent communication skills, including active listening.
• Service-oriented and excellent organizational and problem-solving skills.
• Proficient computer skills to include MS Office: Word, Excel, Outlook with the ability to learn new CRM software.
• High school diploma or equivalent.
• Three years of customer service experience required.

Responsibilities

• Must be a self-starter and take responsibility for managing dedicated accounts within a territory.
• Act as a liaison between the customer and sales team, taking point on customer orders, answering questions, and handling minor issues.
• Reach out to the salesmen regarding new product development, samples, major account issues, and when qualifying new accounts.
• Understand account requirements and maintain accounts to ensure customer information databases are accurate and up to date.
• Receive customer requests via phone and/or email and process requests in a timely manner.
• Enter customer orders, issue return authorizations, issue warranty orders, schedule for replacements parts, and answer questions about parts/pricing.
• Provide proactive customer communication and notify customers of issues that may arise with their account or order.
• Develop strong rapport with personnel and customers.
• Use creativity to explore the desired product request to ensure we are meeting the customer's unique needs/application.
• Assist the customer by providing documents/information they need.
• Manage customer requirements by following orders through from entry to ship date.
• Route internal and external requests to their proper department/personnel.
• Resolve issues and make sound decisions in the best interest of TH Marine and the customer.
• Provide attention to detail and consistency/accuracy on all orders.
• Provide support to 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.
• Help all other areas of office duties and responsibilities to ensure the success of our team.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees