What are the responsibilities and job description for the eCommerce Customer Specialist position at Highline Warren?
eCommerce Customer Specialist
We are offering a unique opportunity to drive adoption and usage of our new state-of-the-art B2B eCommerce site launching in March 2025. You can etch your footprint into our history as our new eCommerce Customer Specialist. This exciting role will report directly to the Director of Customer Operations. In this role you will partner with key members of cross functional teams including: Sales, Customer Operations, Marketing and IT, to develop and execute collaborative eCommerce conversion strategies that deliver increased eCommerce activity, sales, and profit. Additionally, this person will connect directly with our highly knowledgeable and engaged customer base to identify and overcome barriers to eCommerce conversion.
Essential Job Duties:
- Lead conversion efforts of targeted customer base from offline to online purchasing and self-service.
- Engage with customers to identify existing and potential roadblocks to conversions; develop and implement applicable countermeasures.
- Monitor and partner with internal resources to gather data insights including; web order count, conversion and adoption ratios.
- Partner with internal and external teams to create and deliver web-based training sessions.
- Identify opportunities and make recommendations on eCommerce experience enhancements to increase conversion rates
- Develop and implement plan for customer follow-up related to cart abandonment.
- Parter with internal resources to prepare summaries indicating progress, obstacles, and countermeasures.
- Initiate and lead weekly call with internal audiences.
- Protect Highline Warren reputation by keeping information confidential.
Competencies/Skills/Knowledge Required
The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Analytical.
- Collaborative / Team Oriented.
- Organized with strong planning skills.
- Understanding of eCommerce platform.
- Innovative, agile, and creative.
- Action-oriented.
- Solid presentation skills.
- Ownership mindset; Entrepreneurial by nature.
- Demonstrated ability to build effective working relationships, partner with and influence stakeholders to achieve results.
- Ability to manage, prioritize, organize, and meet deadlines for multiple eCommerce initiates simultaneously with varying completion dates and competing priorities.
- Comfortable working in a challenging environment, relying on problem solving skills.
- Skilled in identifying problems and ensuring the prioritization is appropriate.
Education and Experience
- Strong technical skills, particularly in Microsoft Office Suite (Excel, PowerPoint, Outlook), and Qlik
- 1-3 years of experience in analyst role or other applicable experience
- Demonstrated success working in a matrixed organization
- Ability to:
- Create analysis that are accurate, and easy to understand
- Interpret and articulate insightful actionable conclusions and effectively communicate to stakeholders
- Take initiative and lead projects to completion
- Strong ability to build networks and influence internal stakeholders
