eCommerce and Web Customer Support

The Web Customer Support role is crucial in ensuring our customers and Famous Supply associates receive top-notch support and assistance with our online connected services. This role requires traveling for regional events and training, providing website and connected services support, managing accounts, and ensuring a smooth online shopping experience. This is a full-time position at our Fairlawn, OH office.

Ideal Candidate:

The ideal candidate will be an enthusiastic and proactive individual with a passion for customer service and eCommerce. They will possess excellent communication and organizational skills, with the ability to offer effective training. A friendly and patient attitude, combined with technical proficiency and creative problem-solving abilities, will ensure success in this role.

Responsibilities:

· Provide website and connected services support and training to customers and associates.

· Assist customers with account setup and management through our website and ERP system.

· Troubleshoot and resolve website and technical issues for customers and associates.

· Answer and track live chat and text messaging inquiries.

· Provide timely and effective solutions to customer queries and issues.

· Manage customer accounts and provide comprehensive support.

· Process cancellations and returns for online orders.

· Create, manage, and provide ongoing support for True Partner Solutions and connected services accounts.

· Perform customer maintenance data entry in our ERP system.

· Ensure accurate and up-to-date product information as needed through data import.

· Document, maintain, and update processes related to the website and app.

· Develop and implement an onboarding process for new customers.

· Provide general business support for new opportunities and ongoing initiatives.

Qualifications:

· Experience in customer support, office support, or other relevant fields.

· Experience with CMS and CRM systems.

· Understanding B2B online shopping and customer needs.

· Proficiency in Microsoft Office Programs: Word, Excel, and Outlook.

· Experience with ERP systems, particularly in data entry and maintenance.

· Exceptional organizational, teamwork, and communication skills.

· Friendly, patient, understanding, and helpful demeanor.

· Flexibility and willingness to create, improve, and learn new processes.

· Ability to manage multiple tasks simultaneously.