E-Commerce Customer Service Specialist

The E-Commerce Customer Service Specialist is responsible for delivering high-quality customer support to Alliance Distribution customers by assisting with parts identification, order placement, and post-order inquiries.

Requirements

• Handle inbound customer interactions via phone, chat, and email related to parts sales, orders, and general inquiries
• Deliver a positive and professional customer experience while resolving inquiries efficiently
• Assist customers with parts identification, pricing, availability, and order status
• Process and support web and phone orders accurately within required service levels
• Provide basic troubleshooting and guidance related to parts compatibility and order flow
• Document all customer interactions accurately in the CRM or order management system
• Follow department standard operating procedures, policies, and quality guidelines
• Identify potential order issues and escalate appropriately when needed
• Maintain working knowledge of Alliance products, parts catalogs, and systems
• Support service call avoidance by providing accurate information and clear guidance
• Ensure order accuracy and compliance with pricing, warranty, and fulfillment guidelines
• Effectively multitask, manage multiple systems and priorities in a fast-paced support environment
• Remain flexible and responsive during high-volume periods to support SLA goals