E-Commerce Specialist

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:

• Write and edit product content that will be published on e-commerce websites/portals.
• Set standards, systems, and best practices for new product listings, content creation, distribution, and maintenance.
• Work closely with different teams (product management, marketing and sales) to provide updated content that will be shared across e-Commerce platforms.
• Monitor changes in product sales by using web analytics and Excel spreadsheets (pivot tables, vlookups, etc) to stay organized.
• 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
• Review dealer catalog pages and web pages with DWI product for accuracy.
• Provide quotes including preparing and submitting requests to engineering for all modified items requested by customers.
• Enter purchase orders as they arrive via EDI, fax or email.
• Monitor EDI transactions
• Provide support as needed for customer service team to complete daily balancing of entered orders, open orders and backlog, and weekly operating report.
• 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.
• Handle customer damages and deal with replacement and carrier claims.
• Handle customer missing items
• Issuing RMA #’s for return of products
• Issuing of credit once product has been returned
• Provide spread sheets of product information, current pricing and images to dealers upon request.
• Provide product specification sheets and CAD drawings and other technical product information as requested.
• 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.
• Additional duties as assigned by department manager

JOB QUALIFICATIONS:

• Effective oral and written communication skills.
• Strong analytical and problem solving skills.
• Ability to learn quickly and desire to take on new projects.
• Must present a professional image.
• Team player.
• Stress Tolerance

EDUCATION AND EXPERIENCE:

• Ideally a minimum of 3 years previous customer service experience.
• Strong working knowledge of Microsoft Office products. (Word and Excel)
• Previous experience with quoting and estimating products. Good with numbers.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk
• Must be able to lift up to 15 pounds at times