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E-Commerce Customer Support Specialist

2 months ago

Argyle, Texas, United States Lderach North America Full time


Position Summary

Laderach North America is in search of a part-time E-Commerce Customer Support Specialist to assist the Customer Relationships Manager. This role is pivotal in enhancing our online customer interactions.

The E-Commerce Customer Support Specialist plays a crucial role in overseeing the organization’s online sales and marketing initiatives. You will contribute to the development of a robust, profit-driven e-commerce strategy. This encompasses the integration of customer data collection, design of customer experiences, online marketing, search engine optimization (SEO), analytics, and management of customer relations. Through diligent oversight, you will ensure that the company’s web traffic and sales are maximized, customer service benchmarks are met, and overall customer satisfaction is attained. Attention to detail is essential, along with the ability to manage daily, weekly, and monthly administrative responsibilities.

Key Responsibilities

• Overseeing Shipping Operations

• Coordinating Gift Assembly

• Managing Order Fulfillment

• Delivering Exceptional Customer Service

• Establishing Effective Customer Service Policies and Procedures

• Supervising Remote Customer Support Personnel, including:
  • Guiding the hiring, onboarding, and training processes.
  • Overseeing the customer experience team to ensure positive interactions with customers.
  • Monitoring the customer service team’s performance to ensure adherence to service standards.
  • Evaluating existing eCommerce strategies, products, and services.
  • Maintaining partnerships with online vendors and affiliates.
  • Researching competitor activities and staying informed on market trends.
  • Creating and managing reports to assess return on investment (ROI) and key performance indicators (KPIs).
  • Defining and implementing standards for optimal customer experience.
  • Conducting surveys to gather customer feedback on services provided.
  • Utilizing social media to engage with customers and address inquiries promptly.
  • Collaborating with production and creative teams to ensure high-quality product delivery.
  • Researching new techniques to enhance customer experience.
  • Employing customer relationship management (CRM) tools to coordinate and monitor customer experience operations.

Additional Responsibilities May Include:
  • Administrative Duties
  • Multitasking
  • Packing and Shipping
  • Lifting items weighing up to 10-20 lbs.

Qualifications for E-Commerce Customer Support Specialist

• Minimum of 3 years in customer service roles

• Experience in E-Commerce environments

• Proficient in Microsoft Office Suite

• Strong interpersonal and communication abilities

• Comfortable in a fast-paced work setting

• Proven ability to prioritize tasks and manage time effectively

• Basic computer skills across various software and web applications

COMPENSATION PACKAGE

• Hourly Rate: $19

• Employee Discount on Laderach Products: 50%

• Access to Coaching and Training Programs

• Employee Assistance Program

• Additional Discounts and Benefits.