eCommerce Customer Solutions Representative (Kanopi) Job

​Primary location: Remote, Remote 
Relocation offered: No 
Employment status: Full-Time 
Travel: <10% 
Non-compete: No 
Location: Work from home position located in Remote, Remote 

The estimated base salary range for this role is “$40,000 to $52,000” per year.  
Individual pay is based upon location, skills and expertise, experience and other relevant factors (salary may be adjusted based on geographic location)

 

​What does it mean to work at Armstrong?

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

 

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

• A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
• Personal development to grow your career with us based on your strengths and interests.
• A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results. 

 

 

Reporting to the Manager, eCommerce Sales & Operations, the eCommerce Customer Solutions Representative is a resource to ensure that our customers have a seamless shopping experience as our eCommerce business grows. Incumbents will be responsible for supporting the day-to-day site customer support inquiries including phone calls, emails, form submissions, and chat, helping to guide customers on their shopping journey and close eCommerce sales opportunities. This role requires a combination of communication and service skills and provides a great opportunity to learn and evolve in the eCommerce space.

 

What's In it for you!

• You'll have direct impact on business success
• A working culture that balances individual achievements with teamwork and collaboration

 

What You'll Do

 

• Responds to answers, and handles customer inquiries.
• Handles customer requests via live chat platform, phone, e-mail, and form submissions.
• Conducts follow-ups on voicemails, abandoned carts, and recording activities.
• Answers customer questions related to lead and delivery time updates.
• Develops in-depth knowledge of Ceilings, Suspension Systems, and Architectural Specialties products to support selling and follow-up processes.
• Provides product expertise to customers and develops a reputation as a product expert.
• Takes an initiative-taking selling approach to help assist customers during their shopping experience. Validates product selections, quantities, etc. to give customers confidence.
• Creates quotes and follow-ups to close the sale.
• Follows up on abandoned carts to convert into sales.
• Implements various tactics to close quotes, including solving common customer concerns like cost, lead time, project timing, installation, etc.
• Communicates and tracks customer feedback to Product Tech and Marketing Departments to improve overall customer experience.
• Creates & communicates quotes with customers interested in purchasing our material.
• Communicates with the internal fulfillment and operations team for updates on order tracking, damage claims, carrier issues, etc.
• Works in a team atmosphere and covers other teammates’ workload when they are out of the office.
• Exercises strong listening and critical thinking skills relative to customer inquiries.
• Solves and de-escalates complex calls as appropriate.
• Develops effective written responses to customer questions and inquiries.
• Learns and utilizes Kanopi systems including Drift, HubSpot, Kixie, Slack, and Shopify.
• Follows through on customer issues until there is complete resolution and customer satisfaction.
• Utilizes correct internal department resources to solve customer issues, including guidance from the eCommerce Customer Solutions Specialists.
• Exercises decision-making capabilities to resolve customer issues resulting in quick and effective customer satisfaction.

 

What will make you successful

 

• Startup mindset – a profound sense of urgency to drive sales and a top-notch customer experience, taking initiative, identifying creative ways to better serve our customers
• Laser focused on helping customers through their shopping journey and closing sales
• Excellent organizational skills with a propensity to multi-task