e-Commerce Support Specialist

Position Summary:

The role of the eCommerce Support Specialist manages the day-to-day administrative and technical support functions for the company's digital business platforms. This role acts as the primary liaison between external distributors, internal teams, and the Dover support unit to ensure seamless order processing and portal functionality. Key responsibilities include managing distributor lifecycle access, resolving order friction points, providing comprehensive helpdesk support, and executing data updates within Salesforce.

Essential Duties and Responsibilities:

• Helpdesk Support: Provide Tier 1 support for troubleshooting login failures, missing account products, incorrect billing/shipping data and other customer related issues
• Distributor Access Management: Handle end-to-end onboarding and offboarding of distributors across multiple digital tools.
• Order Monitoring & Resolution: Track daily order flows and take immediate corrective action on processing exceptions or system errors.
• Cross-Functional Troubleshooting: Partner closely with the Dover team via calls and shared tickets to diagnose and resolve systemic issues.
• System Administration: Utilize Salesforce to track support tickets. Update distributor records or platform configurations across multiple internal tools.
• Lead Monitoring: Monitor and follow-up on Leads generated from PSG's digital channels.
• Business Process Insights: Work with stakeholders throughout the business to identify areas for improvement in our digital tools.

Qualifications / Requirements:

• Bachelor's degree in information technology, marketing, or another relevant field
• 2+ year's experience in technical support, sales operations, help desk environments or eCommerce customer care
• Prior knowledge of online ordering systems/ERP systems
• Excellent verbal and written skills for coordinating with the Dover support team and external vendors.
• Proven ability to collaborate with various functional departments throughout the organization
• Strong problem-solving abilities

Desired Characteristics:

• Experience with CRM systems (Salesforce) and business-to-business (B2B) e-commerce portals.
• Experience working with cross-functional teams within a global manufacturing environment.
• Experience in a working in sales or inside sales.