Digital Customer Support Specialist

Job Details: Job Location: Headquarters

• LAKE OSWEGO, OR, Position Type: Full Time, Education Level: High School, Salary Range: $26.00 - $29.00Hourly, Job Category: Marketing, Hourly Rate: $28.85/hour Schedule: Monday through Friday, 7:00 a.m. - 4:00 p.m. 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.