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E-commerce Enhanced Support Specialist

Acklands Grainger inc.

This is a Contract position in White Rock, BC posted April 30, 2021.

POSITION DESCRIPTION: The E-commerce Enhanced Support Specialist is responsible for providing superior level 2 technical support to users via email, telephone and Teams This role will receive, triage, analyze and troubleshoot all ecommerce technical escalations and will see each item to resolution with the help of the technical solutions teams or other cross-functional teams.

In addition, this role will support sales with complex account setups and maintenance, and will participate in the administration and oversight of a variety of general ecommerce tasks including, and not limited to, new functionality deployment, user engagement and training, and release communications.

KEY DUTIES AND RESPONSIBILITIES : Customer Experience Provide troubleshooting assistance to customers to assist with order completion, and address usability, product and technical questions.

Level 2 escalation point for all unresolved support issues reported to the customer service teams by customers and/or team members.

Escalate issues when needed to the technical services teams or other business units and follow-up promptly to ensure customer expectations are exceeded.

Liaise with cross-functional resources (e.g.

Sellers, Branches, Product Management, TPS, SSS, SCS, IT, etc.) as necessary in order to better serve customers’ needs and resolve issues.

Support sales teams with complex account setup and administration Develop deep expertise with functionality on and comprehensive understanding of customers’ needs in order to provide users with recommendations.

Assist in building knowledge base/support data such as training materials and FAQ’s.

Gather and analyze customer feedback on site usability issues and feature requests, and provide feedback with recommendations to leader.

Monitor web activity based on feedback and escalations, and surface any potential user experience enhancement opportunities Operational Provide ad hoc demos of functionality via screen share to enhance customer and team member understanding and provide a frictionless customer experience.

Provide specialized onboarding support, including setup and training when necessary, to large and national customers.

Train and support front line customer service teams, ESM’s and all internal stakeholders on new functionality.

Communicate all technical release and new functionality to internal team members and provide content support to Marketing team for external communications.

Contribute to design, manage and support online walk-through and self-service demo applications and content.

Proactively monitor iDoc order failures and follow failed orders through to resolution engaging technical teams, financial services and sellers where necessary.

Manager all Grainger Canada locations on GooglePlaces and insure consistent and accurate data.

Verify and validate all cash & carry delivery orders containing dangerous goods by contacting customers and confirming contact information and business credentials.

EXPERIENCE/QUALIFICATIONS: 3-5 years’ experience in a Customer Support or Inside Sales role, preferably in a multi-channel B2B sales-oriented environment.

1-3 years’ experience supporting web applications.

Demonstrated successful project management skills.

Strong knowledge of eCommerce and IT systems and environments; SAP experience a strong asset.

Completion of post-secondary degree or diploma in Marketing, Business, Technology or related field, or equivalent combination of education and experience.

Expert knowledge of Grainger Canada’s e-commerce offering, website functionality and features Proven track record of great customer service experience Technologically inclined with ability to pick up on new technologies, software and tools quickly and efficiently.

Excellent communication and interpersonal skills with proven success in developing cross functional relationships.

Proven ability to use critical thinking to make timely decisions, anticipate problems and provide creative solutions.

Excellent grammar, spelling and communications skills (oral and written).

Knowledge of transactional e-commerce best practices, in either a B2B/online retail environment.

Expert hands on knowledge of MS Office applications.

Ability to work independently with strong self-management skills.

Demonstrated ability to work and collaborate in a fast paced team environment.

A self-starter, taking action to achieve goals beyond what is required.

Goes beyond job requirements to seek opportunities and generate ideas for improvements.

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members.

As part of Grainger hiring process, pre-employment background checks will be required for all external candidates.

Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan.

Grainger Inc.

is committed to the principles and practices of employment equity.

We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities.

Accommodations are available on request for all persons with disabilities taking part in the selection process.

E-commerce Enhanced Support Specialist