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ECommerce Customer Support Specialist

Posted: 11/03/2022

Title:  Ecommerce Customer Support Specialist 
Classifications:  Regular, Full Time (40 hrs/wk), Hourly, OT-Eligible, Benefits-eligible. 
Reports to:      Ecommerce Operations Manager 
Job Description: 
Service the needs of Down Decor’s customers and potential customers through our drop ship program.  After training in all details, follow procedures to process orders in several systems, and assist with daily order fulfillments. 
Primary Responsibilities:

  • Receive and clarify customer orders, enter customer orders into ERP system, assist with various order preparation functions, follow-up on internal and external order queries, coordinate shipping logistics, invoice orders, and maintain accurate records.
  • Ability to follow processes put in place by other departments – updating NetSuite, invoicing, order processing, etc. 
  • Continuously evaluate ongoing activities and procedures, and work with manager and teammates to simplify, standardize, and potentially automate work processes.
  • Pull orders to ship when needed.
  • Supporting and contributing to any development projects as the Dropship subject matter expert, from project concept to assessment stages implementation.
  • Ability to jump in and help in any area necessary to get orders out on time.
  • Other duties as assigned.
  • Strong computer skills- Microsoft Office Suite, Order Entry, ERP systems, CRM, Netsuite, SPS, EDI
  • Friendly and customer-oriented
  • Professional demeanor and presentation
  • Excellent communication skills- verbal and written
  • Ability to handle a high volume of detail-oriented tasks with accuracy
  • Highly organized
  • Fast learner- ability to function well with minimal instruction
  • Continuous improvement mindset
  • Seek responsibility and ownership
  • Grace under pressure; always respectful; “care-frontational”
  Physical Requirements:
  • Prolonged periods of sitting at a desk and working on a computer.
  • Requires some time in our warehouse and factory environments.
  • Must be able to lift up to 25 pounds at times.
Down Decor Values
  • Promote Honesty, Integrity, and Trust: We honor our commitments and conduct business in a manner that promotes fairness, respect, honesty, and trust. 
  • Celebrate Teamwork: We encourage the diversity of thoughts, experiences, and backgrounds and celebrate participation and partnership in all of our endeavors. 
  • Encourage Communication: We solicit the input of others and strive for transparency and inclusiveness. 
  • Focus on Our Customers: We have a passion for service and are committed to knowing our customers’ business, anticipating their needs, and exceeding expectations. 
  • Embrace Change and Innovation: We are open to possibility and foster creativity and risk-taking to support continuous improvement. 
  • Champion Employee Development: We are committed to maximizing the potential of every individual and to support and promote Down Decor as a responsible organization. 
  • Model Leadership: We lead by example and advocate equitable treatment in our behaviors, policies, and practices. 
  • Produce Quality Results: We believe those we serve deserve excellent service, a safe, productive, and healthy work environment, and quality results.
About Down Decor:
We are a family-owned medium-sized manufacturer, providing feather and synthetic fiber-filled bedding products to the US market under private label programs.  We have about 80,000 square feet of production work floor located in Cincinnati, convenient to I-75 and the Ronald Reagan Cross County highway.  We have a close team, many with more than 5 years of experience.  We have operated since 1994 and recently experienced strong revenue growth, resulting in expansion of our work force over the past 5 years.  We have about 125 employees; people still know each other.  We look for people who fit our company culture and get along well with others.  We are multicultural.  We strongly value honesty and respect for everyone.  
Compensation and Benefits:
Down Decor offers competitive compensation based on experience. We offer medical, dental, eyecare, and life insurance programs, and other paid-time benefits.
To Apply: 
Send a resume and cover letter to Kendall Dunlap at Down Decor.
Address:  1 Kovach Drive, Cincinnati, OH 45215

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