E-Commerce Customer Support Specialist- Collegeville, PA

Job Description:

E-Commerce Customer Support Specialist- Collegeville, PA

Overview

GCG's Connectivity & Power Solutions (CPS) division is currently seeking an E-Commerce Customer Support Specialist to join our growing marketing team!

As an E-Commerce Customer Support Specialist, you will be responsible for providing customer support for our online customers by handling inquiries related to orders, product information, returns, and technical issues across various communication channels, including email, phone, and live chat. You will play a key role in ensuring a seamless digital customer experience, resolving issues efficiently, and supporting daily e-commerce operations such as order processing, request for quote (RFQ) distribution, and platform access troubleshooting.

This role is ideal for customer-focused professionals with experience in e-commerce customer service, order management, and digital customer interactions.

While this role offers a remote work arrangement, the incumbent to the role must be located in the state of Pennsylvania, preferably within 60 miles of our Collegeville facility to facilitate travel to this facility as needed for training purposes. 

Location: 101 Kestrel Drive Collegeville, Pennsylvania 

What You’ll Do

E-Commerce Customer Support

• Respond to customer inquiries, order modifications, and requests for quotes via email, phone, and live chat
• Assist customers with order tracking, claims, returns, and exchanges
• Troubleshoot platform access issues, including login, password resets, and payment processing errors
• Maintain a guest-centric mindset, providing polite and professional customer experiences

Order & Return Processing

• Process online orders, ensuring accurate fulfillment and timely updates to customers
• Manage returns and exchanges, following company policies and initiating return authorizations and refunds
• Monitor stock levels and communicate with customers regarding availability

Lead Qualification & Sales Support

• Review and qualify incoming requests for quotes, scoring and distributing leads to the sales team
• Collaborate with internal teams, including accounting, sales, and logistics, to resolve customer concerns efficiently

Technical & Product Support

• Gain product knowledge (training provided) to assist customers with basic inquiries
• Troubleshoot technical issues related to the e-commerce platform and website navigation

Data Management & Reporting

• Maintain accurate customer records and track interactions within the CRM system
• Identify customer trends and issues, providing feedback for process improvements

What You’ll Bring

Education & Experience

• High school diploma or equivalent required
• Minimum 2 years of customer service experience, preferably in an business-to-business e-commerce or digital environment
• Experience with order processing, returns, and customer support for online platforms preferred
• Familiarity with CRM systems (Salesforce, HubSpot) and e-commerce platforms is a plus

Skills & Qualifications

• Strong verbal and written communication skills
• Ability to manage high volumes of inquiries while maintaining accuracy and professionalism
• Strong problem-solving skills and ability to work independently
• Proficiency in Microsoft Excel, Word, and online customer service platforms
• Ability to prioritize tasks in a fast-paced environment
• Willingness to adapt to change and collaborate effectively with internal teams

What We Offer

• Starting pay rate of $21 to $22 per hour
• Robust and affordable benefits options, including medical, dental, vision, life insurance, short and long-term disability insurance, and more  
• PTO plan with company paid holidays  
• 401K with employer contribution  
• An employee-centric company that values and truly appreciates our most important asset: You!

About Allied Wire & Cable

Allied Wire & Cable (AWC) was founded in 1987 and acquired by GCG in 2021. We are a market-leading, value-added distributor of wire and cable-based connectivity and industrial automation solutions.  We proudly serve the industrial OEM, factory automation, communications, and building technology markets.

About GCG

At GCG, our mission is to power, connect, and automate our world.  With the responsive DNA of a startup and the size of a global leader, we offer top brands and extensive value-added services that make us an invaluable partner to our customers in multiple industry verticals across the globe.  We are committed to meeting the needs of our customers, while focusing attention on our responsibility to the environment, our associates and the communities we serve.

EEO Statement

GCG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, 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.

ADA Compliance

These duties and responsibilities listed above are judged to be "essential functions" in terms of the Americans With Disabilities Act, or ADA. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Furthermore, the above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.

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