Support Specialist, Product Operations

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over 1.7M industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions and government agencies as well as consumers.

Key Responsibilities

Strategic Support:

• Review and resolve product, vendor, and data requests from Sales, Customer Service, Purchasing, Digital Merchandising, and Category Management.
• Process daily product and vendor changes in the ticketing system, confirming each request is complete and accurate and following up when something is unclear.
• Watch for recurring request patterns and suggest improvements to processes, systems, or data.

Customer Advocacy:

• Keep product data accurate and complete, correcting errors to improve the customer experience.
• Prioritize customer-impacting issues and keep requesters informed until they are resolved.

Supplier and Category Management:

• Support Category Managers with supplier relationships by reviewing supplier data and following up on gaps.
• Process product content updates requested by suppliers and Category Managers, coordinating with the appropriate teams to implement them.

Project Support:

• Partner with IT, Digital Merchandising, Operations, and Purchasing on projects, including gathering requirements, testing changes, and confirming results.

Troubleshooting and Support:

• Troubleshoot and resolve issues within scope; when escalating, provide a clear summary of what was found and checked.
• Pull and organize data to answer questions and support projects.

Process Improvement:

• Help document and streamline processes across the department.

Competencies and skills

Qualifications:

• 2 or 4 year degree preferred
• 0 - 2 years of work experience; internships considered
• Strong problem-solving skills; able to break down an issue and work it through to resolution
• Takes initiative and asks questions; comfortable working independently in a quiet, on-site environment with limited day-to-day direction
• Experience in creating process documentation a plus
• Detail-oriented and organized; checks own work, prioritizes effectively, and meets deadlines
• Resourceful, eager to learn, and comfortable with ambiguity and change
• Clear, concise written and verbal communication
• Works well with a team and across departments, following up until issues are resolved
• Proficient in MS Excel (sorting, filtering, lookups, pivot tables)

EEO/AA Statement

Global Industrial, a Systemax Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.