Digital Customer Support Specialist

Summary:

The Digital Customer Experience Specialist is responsible for supporting Acme's eCommerce platform through customer account administration, technical support, training, and digital adoption initiatives. This position serves as a primary resource for customers utilizing Acme's online ordering tools, while collaborating with internal teams to resolve issues, improve processes, and deliver a positive digital customer experience.

Duties & Responsibilities:

• Manage customer onboarding and online account access, including user setup, account permissions, and ongoing account maintenance.
• Verify customer account information and ensure accurate alignment with Eclipse bill-to and ship-to accounts.
• Coordinate with internal departments to obtain necessary approvals and resolve account access or administration issues.
• Maintain accurate records of customer account activity, user permissions, and support requests.
• Serve as a primary point of contact for customer inquiries related to Acme's eCommerce platform and digital tools.
• Monitor and respond to customer support requests through designated communication channels, ensuring timely and professional follow-up.
• Troubleshoot common issues related to account access, online ordering, checkout, and other digital platform functions, escalating complex issues to the appropriate internal teams or external technology partners.
• Identify recurring customer concerns and recommend solutions to improve the overall digital customer experience.
• Provide individual and group training to customers on Acme's eCommerce platform and available digital tools.
• Assist customers with online ordering, product availability, order tracking, purchasing lists, invoice access, and other self-service features.
• Partner with Sales teams to support customer onboarding, introduce digital capabilities, and encourage platform adoption.
• Proactively engage new and existing customers to increase utilization of digital tools and address barriers to adoption.
• Develop and maintain customer-facing training materials, reference guides, and other digital support resources.
• Collaborate with Sales, Branch Operations, Credit, Accounts Receivable, and other departments to address customer inquiries and ensure a consistent service experience.
• Direct product, pricing, inventory, and other sales-related inquiries to the appropriate Sales representative or department.
• Monitor customer interactions and platform activity to identify opportunities for improved processes, functionality, and customer engagement.
• Support digital initiatives, reporting, and continuous improvement efforts that enhance the effectiveness of Acme's eCommerce services.
• Maintain accurate documentation of customer interactions and follow-up activities within designated systems.

Qualifications

Education and Experience:

• High school diploma or equivalent required; additional education or training in business, technology, marketing, or a related field preferred.
• Previous experience in customer service, customer support, account administration, or a related position preferred.
• Experience with eCommerce platforms, digital customer support tools, or ERP systems preferred.
• Experience providing customer training or technical assistance preferred.

Knowledge, Skills & Abilities:

• Strong customer service skills with the ability to communicate effectively and professionally across multiple communication channels.
• Ability to learn, navigate, and troubleshoot eCommerce platforms, business systems, and digital applications.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Effective problem-solving skills with the ability to identify issues, evaluate solutions, and coordinate appropriate follow-up.
• Ability to explain technical processes and digital tools clearly to customers with varying levels of technical proficiency.
• Strong interpersonal skills with the ability to collaborate effectively across departments and build positive working relationships.
• Proficiency with Microsoft Office applications and ability to learn additional business systems, including Eclipse and other company technology platforms.
• Ability to work independently, demonstrate initiative, and identify opportunities for process improvement.

Physical Requirements & Work Conditions:

• Ability to perform work primarily in an office environment, including prolonged periods of sitting and working at a computer.
• Frequent use of hands and fingers to operate a keyboard, mouse, telephone, and other standard office equipment.
• Ability to communicate effectively in person, by telephone, and through electronic communication.
• Ability to occasionally stand, walk, bend, and reach while performing job duties.
• Ability to occasionally lift, carry, or move materials weighing up to 20 pounds.
• Ability to perform essential job functions with or without reasonable accommodation.