Digital Support Specialist
Digital Support Specialist
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Job Description
The Digital Support Specialist will be responsible for providing frontline customer support to ADs independent distributors through Salesforce CRM and case management system while ensuring product data accuracy and integrity across eCommerce platforms. This role combines exceptional customer service with data analysis to identify trends implement improvements and resolve complex support issues.
Working closely with ADs eCommerce team and thirdparty partners this specialist handles distributor inquiries maintains product information and develops process improvements. The ideal candidate will bring strong analytical capabilities and a customerfirst mindset to support ADs growing digital presence.
Primary Responsibilities:
- Provide toptier customer support to ADs independent distributors through multiple channels
- Manage support tickets through Salesforce CRM ensuring timely resolution and high customer satisfaction
- Monitor Support inbox through Salesforce case management system and Key Performance indicators such as resolution time
- Partner with internal teams to resolve complex issues while championing our distributors needs throughout the process
- Update and maintain product information in PIM Product Information Management) systems ensuring accuracy and consistency across all platforms
- Analyze data to identify trends patterns and areas for improvement
- Create detailed reports and dashboards to track KPIs and timely resolution
- Collaborate with crossfunctional teams to resolve support tickets and improve operational processes.
- Experience in customer support or eCommerce operations
- Clear effective written communication
- Strong analytical skills to interpret data and identify trends
- Exceptional customer service and issue resolution skills
- Detailoriented with a focus on process improvement
- Selfdirected motivated and effective in fastpaced work environment
- Familiarity with CRM systems Salesforce a plus
Qualifications:
- 35 years of relevant experience required
- Proficiency in Salesforce CRM and case management systems
- Knowledge of eCommerce or related position
- Proficient in digital content including websites product content etc.
- Microsoft Office experience including proficiency in Excel (vlookup pivot tables and filtering).
- Passion for eCommerce
Additional Comments:
- Position will be based in Wayne PA where we have a hybrid work schedule with 3 days in the office (TuesdaysThursdays & Mondays and Fridays remote)
- Travel: Minimal
Required Experience:
Unclear Seniority
Employment Type
Full Time
