E-Commerce Customer Support

Famous Supply has an exciting opportunity for you to join our eCommerce team. The E-Commerce Customer Support associate is responsible for taking incoming customer inquiries that require e-commerce support, along with making outbound calls to increase awareness and drive traffic to the company’s website. This role requires someone who can multitask in a fast-paced environment while being helpful and friendly to customers. This will be an on-site position to help serve our customers.

Primary Job Responsibilities

· Follow communication scripts and use knowledge of company’s products and services to generate interest and drive traffic to company’s website

· Take incoming calls, text, chats & emails from customers needing support utilizing company’s website, or on company’s products and services

· Identify customer needs, research issues, resolve complaints, and provide solutions

· Handle moderate to large volume of inbound & outbound calls in a timely manner

· Maintain ownership of customer inquiries throughout the lifecycle of the request, including follow-ups with other team members

· Create a great impression by going above & beyond with customer service, ensuring that all questions and concerns are handled appropriately

· Meet daily targets for yourself and your team, and achieve all objectives for service, productivity & quality of customer interactions

· Create and maintain record of daily actions using company’s CRM platform

· Identify opportunities for driving sales and revenue of the company’s existing products

· Accurately cross reference products by way of specification sheets

· Any other tasks and/or projects assigned by manager

Required Experience and Skills

· Experience working in a customer-support role

· Comfortable contributing to a Team

· Demonstrated ability for creative problem-solving

· Moderate to advanced computer skills with knowledge of Microsoft Office (Outlook, Excel, Teams) and CRM

· Strong active-listening and verbal communication skills

· Above average time management skills

· An understanding of online shopping and customer needs, especially as it relates to B2B is a bonus

· High school degree or equivalent