The Sales Support Analyst works to satisfy all levels of sales support users. As an eCom Sales Support Analyst, you are a customer-focused professional who handle various tasks to create a positive customer experience. Ensuring a smooth and efficient order fulfillment process, which is critical the e-commerce focused business.
Contract Duration: 6 months
Required Skills & Experience
- High school diploma or equivalent required; associate's or bachelor's degree preferred.
- 1-3 years of experience in customer service, sales support, order management, ecommerce operations, distribution, manufacturing, or a related environment.
- Strong verbal and written communication skills.
- Proficiency with Microsoft Office applications, particularly Outlook, Excel, and Word.
- Experience handling high volumes of emails, customer inquiries, or order-related transactions.
- Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
- Strong problem-solving and troubleshooting skills.
- Excellent attention to detail and commitment to accuracy.
Desired Skills & Experience
· eCommerce sales/fulfillment experience
Possess the technological capabilities to efficiently navigate the company systems and-software packages to support customers.
Industrial supplier/parts knowledge
What You Will Be Doing
Daily Responsibilities
- Assist customers with placing and tracking orders, processing returns, and managing their account details. Midlevel call volume.
- Assist customers with quotes, call suppliers for inventory availability, leads times, and min order quantity.
- Understanding of products and services to provide accurate information and answer customer questions effectively.
- Work to quickly resolve customer issues, escalating complex problems to the relevant IT departments when needed.
- Maintaining clear communication with customers and internal teams is important, as is documenting customer interactions, including inquiries and resolutions.
- Aim to meet performance goals related to responding to customer emails, order and requests within set timeframes to ensure timely and accurate support.
- A strong emphasis is placed on continuous improvement, identifying operational and systemic opportunities to enhance the customer's ordering experience.
- Collaborates closely with various internal and external partners to ensure alignment and efficient order fulfillment.
- This includes working with supplier, branch customer service, DC, and other supply chain teams.