The Web Customer Support role is crucial in ensuring our customers and Famous Supply associates receive top-notch support and assistance with our online connected services. This role requires traveling for regional events and training, providing website and connected services support, managing accounts, and ensuring a smooth online shopping experience. This is a full-time position at our Fairlawn, OH office.

Ideal Candidate:

The ideal candidate will be an enthusiastic and proactive individual with a passion for customer service and eCommerce. They will possess excellent communication and organizational skills, with the ability to offer effective training. A friendly and patient attitude, combined with technical proficiency and creative problem-solving abilities, will ensure success in this role.

Responsibilities:

· Provide website and connected services support and training to customers and associates.

· Assist customers with account setup and management through our website and ERP system.

· Troubleshoot and resolve website and technical issues for customers and associates.

· Answer and track live chat and text messaging inquiries.

· Provide timely and effective solutions to customer queries and issues.

· Manage customer accounts and provide comprehensive support.

· Process cancellations and returns for online orders.

· Create, manage, and provide ongoing support for True Partner Solutions and connected services accounts.

· Perform customer maintenance data entry in our ERP system.

· Ensure accurate and up-to-date product information as needed through data import.

· Document, maintain, and update processes related to the website and app.

· Develop and implement an onboarding process for new customers.

· Provide general business support for new opportunities and ongoing initiatives.

Qualifications:

· Experience in customer support, office support, or other relevant fields.

· Experience with CMS and CRM systems.

· Understanding B2B online shopping and customer needs.

· Proficiency in Microsoft Office Programs: Word, Excel, and Outlook.

· Experience with ERP systems, particularly in data entry and maintenance.

· Exceptional organizational, teamwork, and communication skills.

· Friendly, patient, understanding, and helpful demeanor.

· Flexibility and willingness to create, improve, and learn new processes.

· Ability to manage multiple tasks simultaneously.

What Makes Us Famous!

• Health, Vision, and Dental Insurance
• Paid Time Off (Vacation and Holidays)
• Paid Maternity and Paternity Leave
• 401K Employer Match
• Bonus Opportunity
• Strong Culture through our 40 Fundamentals
• Family Atmosphere
• Health and Wellness Coaching
• Fitness Reimbursement Program
• Associate Referral Bonus Program
• Learning and Development Opportunities
• Leadership Development Program
• Career Growth Opportunities

Famous Supply is a wholesale distributor committed to serving contractors, builders and remodelers in the HVAC, Plumbing, Building Products, Lighting, and Industrial/PVF segments.

Since 1933, Famous has been a family-owned business that treats its associates like family. Our 5 Core Values are Family, Trust, Communication, Teamwork, and Continuous Improvement. We bring those Core Values to life every day by practicing our 40 Fundamentals for Living the Famous Way (https://famous-supply.com/famous-40-fundamentals/)!

To learn more about what makes us Famous, visit Famous-Supply.com!

We continually strive to create a diverse work culture and seek applicants from all backgrounds to ensure we hire the best, most creative talent on our team. Famous Supply provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, genetic information, military service, or veteran status, or other legally protected characteristic under federal, state and local law, and prohibits discrimination and harassment of any type. Applicants must be lawfully authorized to work in the United States.

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