Online Customer Support Representative (On-Site)

Falls of Neuse Management LLC • Raleigh, NC

1d • Onsite

About The Position

American Welding & Gas Company is seeking an Online Customer Support Representative with experience in the industrial products sector to join our corporate headquarters in Raleigh, NC. This position requires on-site attendance Monday through Friday. In this role, you will be the primary point of contact for customers navigating our 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.

Requirements

• High School Diploma or equivalent required; some college coursework is a plus.
• Must be comfortable communicating with customers both external and internal.
• Ability to explain technical product details in simple, professional terms to various customer types.
• Comfortable learning new software, including e-commerce platforms (like Shopify, BigCommerce or Magento) and basic spreadsheet tools (Excel/Google Sheets).
• High accuracy in data entry for part numbers, quantities, and shipping addresses to prevent costly errors.
• Resourceful approach to finding product alternatives when items are out of stock.
• 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

• Respond to customer questions via phone, email, and live chat regarding industrial part specifications, availability, pricing, or site navigation.
• Assist customers in completing online purchases and manually enter or modify orders within our ERP/CRM systems.
• Provide basic troubleshooting for industrial products using provided digital manuals and knowledge bases.
• 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