Customer ECommerce Support Associate

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Customer Ecommerce Support Associate

Job Description

Summary : The Customer Ecommerce Support Associate is responsible for the primary care of our customers through our ecommerce and ordering interfaces. They will be the primary contact and first line of communication for customer inquiries, issues and needs.  Responsible for ensuring the relationship with Dilworth Coffee is nurtured by providing customer solutions to their needs. They are the first one in and the last one out in the resolution of a customer related issue or question.  Our job as a company is to help our customers execute their vision of a great coffee experience.  Our primary method for serving both our business and consumer customers is through our online ecommerce platforms.  

Responsibilities:

Receive customer communications via online orders, email, in person and telephone and respond per company guidelines.

• Review ecommerce orders for overall reasonableness and input non-ecommerce orders into our ERP system and assist customers in completing online orders as required to ensure timely submission.
• Use resources provided to efficiently resolve customer issues and questions and communicate resolutions to them utilizing a variety of tools, including Hubspot service tickets and internal communications channels.
• Properly triage customer concerns, address ones within the individual scope or forward to other teams if needed for further assistance and resolution
• Run and analyze customer and product sales reports from both Shopify and ERP systems to track customer purchasing trends and make customer  recommendations and suggested messaging utilizing a variety of platforms, including HubSpot.
• Have a detailed understanding of Dilworth Coffees and products in order to guide customers through product related issues and questions. Make appropriate recommendations or alternatives for customers.
• Greet and assist customers when visiting us onsite, including assisting with pick up orders, general information and product demonstrations and training.
• Work with customers and other teams to ensure the customer onboarding experience helps to develop the Dilworth Coffee relationship.
• Using SaleHub and other tools, support the success team for prospect management including support in training and demonstrations.
• Use customer knowledge and observations to assist in building automated messaging and work with new account onboarding utilizing a variety of tools including Shopify, Hubspot, and SalesHub. 
• Review product sales history on a continuous basis to maintain knowledge of customers, product movement and make suggestions to our other teams for sales and promotion ideas. 
• Investigate and resolve customer questions, issues or concerns about orders, billing and product condition utilizing a variety of tools to help track and monitor.
• Using product and customer sales data, assist our purchasing team on making appropriate inventory and purchase decisions.

Skills : 

1. Exemplary communication skills both written and oral, including utilization of virtual presentation software.
2. A friendly people person
3. Proficient with Google Office Suite or similar platform
4. Ability to track and manage multiple tasks or inquiries.
5. Experience with ERP systems, online shopping platforms, similar to Shopify
6. Experience with automated messaging and CRM systems, similar to Hubspot/SalesHub.

Location:

Based in Raleigh at Dilworth headquarters (4320 Delta Lake Dr, Raleigh, NC 27612) in an open office environment.

Reports To:  

• Member of our ecommerce and customer support team..
• Individual will report directly to the ECommerce and Purchasing Manager, Cliff Albright.

Physical Requirements  

• Lifting. Ability to lift up to 25 pounds, unassisted with normal office environments.

Experience/Education

• High School Diploma or Equivalent.
• 2 years of prior customer service experience
• Experience working in beverage or food production industry. (Preferred)
• Basic math skills.  Percentages and ability to convert between various measurement units.
• Computer skills.  Proficient in MS Outlook, Excel, Word, and basic computer navigation.  (Experience with FedEx Ship Manager, MAS and MS Access preferred)

Compensation & Benefits (90 day probationary period)

• $40,000-$42,000/year DOE 
• Weekday business hours 8am to 5pm.
• Healthcare options including employer provided portion (Available day 1).
• 401k program. Employer match and pre-tax options.
• Short and long-term disability and life insurance.
• 10 days Paid time off and 7-8 paid holidays per year.