Ecommerce Specialist

An eCommerce Specialist is responsible for creating and implementing strategies that make online transactions possible. You will organize, develop, and execute website marketing plans.

You will also manage customer support by addressing inquiries, resolving issues, and maintaining positive customer relationships through various communication channels like phone and email, while demonstrating a deep understanding of the company's products and services, requiring excellent communication skills and a patient demeanor to ensure customer satisfaction.

Duties/Responsibilities:

• Assist with the day-to-day coordination of website activities, i.e. product uploads, reporting, organizing stock transfers, stock alerts, etc.
• Set standards, systems, and best practices for new product listings, content creation, distribution, and maintenance.
• Work closely with different teams (inventory management, creative, sales, marketing) to provide updated content that will be shared across e-Commerce platforms.
• Write and edit product content that will be published on e-Commerce websites/portals.
• Monitor changes in product sales by using web analytics and spreadsheets to stay organized.
• Ability to multitask and meet deadlines while maintaining attention to detail.
• Collaborate with the Web Design and Developer team for onsite optimizations such as product recommendations, upselling/cross-selling opportunities, and site improvements.
• Help to improve shop ability of the website by making recommendations supported by data.
• Respond promptly and accurately to customer questions regarding products, orders, account information, billing, and policies via phone or email.
• Troubleshoot customer problems, identify root causes, and provide effective solutions to resolve complaints and concerns in a timely manner.
• Stay updated on the latest company products, features, and services to provide accurate information and answer customer questions.
• Maintain accurate customer records within the CRM system, updating relevant details and tracking customer interactions.
• Issue refunds/exchanges via eCommerce platform.

• Strong experience in Shopify.
• An understanding of e-Commerce, UI/UX, content and development projects, and intuitive knowledge of how users interact and shop in a digital environment.
• Excellent ability to analyze data and propose objectives.
• Solid experience with online merchandising or similar role.
• Strong ability to listen actively, clearly explain information, and communicate effectively both verbally and in writing.
• Ability to analyze customer issues, identify solutions, and implement them efficiently.
• Genuine passion for providing exceptional customer experiences and exceeding expectations.
• Familiarity with CRM systems and other relevant customer service tools.
• Ability to handle a diverse range of customer inquiries and adjust approach based on individual needs.
• Remain calm and composed under pressure while effectively resolving customer issues.

Education and Experience:

• High School degree.
• At least one year’s related experience is required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.